PATIENT EXPERIENCE

Digital Patient Experience
Snapshot

ViiVConnect — ViiV Healthcare / HIV

An independent, publicly-sourced assessment of ViiV Healthcare's digital patient experience for savings, enrollment, and assistance programs across ViiVConnect.com.

genflare.ai  |  AI Advisory & Services for Life Sciences  |  March 2026  |  Confidential

Pharma spends $32.6 billion a year getting patients to act.

$32.6B
Total U.S. pharma ad spend, 2025
eMarketer, 2025
1.2M
people in the U.S. living with HIV, many relying on patient support programs for access
CDC HIV Statistics, 2024
$13K
maximum annual copay savings offered through ViiV’s savings programs
ViiVConnect.com

But what happens after a patient enrolls?

They enter a maze that was never
designed for them.

🔍
They search for help. And land on a support hub that immediately splits into three disconnected platforms with no guidance on which one applies.
📄
They start enrolling. And an enrollment wizard demands insurance card uploads before ever explaining what they’ll receive.
🖨
They hit “Next.” And the button grays out with no error message. They scan every field trying to figure out what’s wrong.
💰
They look for savings. And discover the lowest-friction program (eVoucherRx) is buried behind a “Learn More” link no one sees.
👥
They ask the chatbot. “How do I pay for this?” It returns jumbled, irrelevant options. They give up.

The problem is no one maps the experience end to end.

Too many owners. Too expensive. Too slow.

Until now.

55+ screens. 4 documents. 3 platforms. Publicly sourced.

Here's what we found for ViiVConnect.

+55 more
Screen capture Screen capture Screen capture Screen capture Screen capture Screen capture

Executive Summary

Overall Score
3.7
/10
Critical gaps across enrollment & navigation
✗

Fragmented Access Architecture

Three separate enrollment systems across three platforms. Patients discover each by accident—hub portal, copay savings card, and PAP on an entirely different domain.

✗

Silent Form Failures

Enrollment wizard grays out the Next button with no error messaging. Patients don’t know what’s wrong. A direct cause of drop-off at the most critical moment.

⚠

PAP Requires Fax in 2026

The most vulnerable patients (uninsured) face the hardest enrollment: download a PDF, print it, get dual signatures, then fax or mail. An unacceptable primary pathway.

✓

Strong Savings Value

Up to $13,000/year in copay savings and an eVoucherRx program requiring zero patient action at participating pharmacies. The value is real—it’s the access that’s broken.

Bottom line: ViiV offers up to $13,000/year in savings value through programs that genuinely help patients afford their HIV treatment. But the digital experience fragments that value across three disconnected platforms, a chatbot that can’t answer basic questions, and enrollment flows that demand data before communicating benefit. The value proposition is strong—the delivery is broken.

Dimension Scores

Each dimension scored on a 1-10 scale based on observable, evidence-based criteria

Brand & Marketing Messaging
6/10
Polished main site design; but brand identity fragments across three separate platforms
Financial Assistance
5/10
Up to $13K/year in savings value, but programs are fragmented and eVoucherRx is buried
Content Clarity & Health Literacy
5/10
Dense legal language on PAP site; eligibility rules hidden in PDFs, not surfaced digitally
Digital Experience & Navigation
4/10
Three disconnected enrollment platforms with different UX; chatbot fails basic queries
Disease Education
4/10
Minimal HIV education content; site is enrollment-focused with no patient learning paths
Information Architecture
4/10
Binary injectable/oral fork assumes clinical literacy; no guided pathways for confused patients
Accessibility & Inclusivity
4/10
Spanish enrollment is PDF-only; no web enrollment in Spanish for a disproportionately affected population
Access & Enrollment (ViiVConnect)
3/10
Three separate systems, silent form validation, fax-based PAP enrollment in 2026
Content Gaps & Missing Elements
3/10
Annual limits undisclosed in flows; eVoucherRx hidden; no unified program comparison

Priority Opportunities

Ranked by impact and feasibility

1

Unify the Enrollment Experience Across All Three Systems

HIGH IMPACT

Patients currently encounter three separate enrollment platforms—hub enrollment, copay savings card, and PAP portal—each with its own UX, requirements, and visual identity. One entry point should route patients to the right program based on their answers, not force them to discover each system by accident.

Eliminates the single biggest barrier to patient access on the site
2

Surface Critical Program Information in the Digital Flow

HIGH IMPACT

Annual savings limits ($5K–$13K by medication), eligibility rules, state restrictions, and the eVoucherRx program are all buried in downloadable PDFs. The lowest-friction savings path (eVoucherRx) has the lowest visibility. This information should appear during enrollment screening, not after.

Puts the highest-value, lowest-friction program in front of patients first
3

Fix Form Validation & Rebuild the Chatbot

HIGH IMPACT

The enrollment wizard silently grays out the Next button with no error messaging—a direct cause of drop-off. The chatbot can’t parse natural questions like “how do I pay for this?” These two tools represent the primary digital touchpoints for confused patients, and both fail them.

Addresses the two most immediate causes of patient abandonment

This is a snapshot.

The full diagnostic goes deeper.

Complete scored walkthrough of all patient + provider touchpoints
Full enrollment journey simulation with documented evidence
Competitive side-by-side across 2-3 competitors in your TA
Interactive prototype of the reimagined patient experience
Prioritized recommendations with implementation roadmap
60-minute live readout with your leadership team
$45,000 · Fixed scope · 3 weeks · Zero client lift

Working With Genflare

The diagnostic is the best way to start. But it's just the beginning.

START HERE
$45K

Diagnostic

Comprehensive assessment of your digital patient experience. Scored dimensions, competitive benchmarks, interactive prototype, findings report, and live readout.

3 weeks · Fixed scope · Zero client lift
PATIENT EXPERIENCE
DESIGN
$150-250K

Strategy & Design

Turn diagnostic findings into solutions. Journey redesign, vendor specs, implementation roadmap, and business case for your leadership team.

8-12 weeks · Scoped to priorities
PATIENT EXPERIENCE
SUSTAIN
$50K+/mo

Embedded Execution

Dedicated PX capability for your brand. Quarterly reassessments, competitive monitoring, new initiative support, vendor oversight, and executive advisory.

Ongoing · Monthly touchpoints
PATIENT EXPERIENCE
Genflare

About This Assessment

This Digital Patient Experience Snapshot was produced by Genflare using publicly available information only. No proprietary data, internal systems, or client participation was required.

Genflare is an AI advisory and services firm focused exclusively on life sciences. We help commercial teams see their patient experience the way patients actually see it, and fix what's broken.

All scoring reflects Genflare's assessment methodology based on observable, evidence-based criteria. Each dimension is evaluated on a 1-10 scale across defined attributes specific to the therapeutic area.

Bradford Lee
Co-Founder & Principal
bradford@genflare.ai
Greg Johnsen
Co-Founder & Principal
greg@genflare.ai