this article has been archived; content may be out of date.

How Lloyds Pharmacy understands patient needs and designs user centered services

Blue Latitude Health | 17th April 2014

A few weeks ago Blue Latitude Health ran an event exploring the topic of ‘Researching and Designing User Centered Healthcare Services’ in parternship with CreateHealth. One of the speakers was Souleymane Camara PHD, UX Researcher and Designer for Lloyds Pharmacy Online Doctor (NB: now at Lexis Nexis) who detailed how they go about generating insights, optimising the experience and developing lifetime value from their customers.

Anna Tamasi, CX Consultant at Blue Latitude Health, was in the audience and used the sketchnote technique to capture the key ideas from the presentation. The term sketchnote was coined by Mike Rohde (author of The Sketchnote Handbook) when, frustrated by the usual method of taking notes, he tried something new. It describes in one word a handwritten note enriched with visual language made of drawings, arrows, text and symbols. It's a way of making note-taking more memorable and fun, and capturing ideas in an engaging and viusal way. Sketchnoting is always personal – so two people’s sketchnote of the same talk is always different.

To see what Anna found interesting, and the key points she took away from Souleyman’s presentation – view a large version of her Sketchnote here.

The presentation details the importance of contexts, mental models and behaviour when designing services, and shares detailed case studies of Lloyds Pharmacy findings from research with women being prescribed contraceptives, asthma sufferers, and men dealing with premature ejaculation. It finishes by giving tips on how best to engage with patients who have life-long, embarrassing or lifestyle conditions.

Read more about user-centred design in healthcare in the second issue of Perspective, which you can download below.

What does programmatic advertising mean for your pharma marketing strategy?

Jiayi Chen | 11th January 2018

Senior Associate Consultant Jiayi Chen explains the benefits and pitfalls of programmatic advertising and reveals how it can impact return on investment in your marketing campaigns.

 

read more

How to measure marketing success: profit vs ROI

Paul Townley-Jones | 4th January 2018

Measuring marketing activity is proving to be a major challenge in pharma. Here, Senior Consultant Paul Townley-Jones explores the meaning of success and gives his tips for measuring efficiency and effectiveness, along with the formula for calculating profit and ROI.

read more

Warning signs: making the most of multichannel marketing

Chris Ross | 5th December 2017

Pharma is making measured progress in its adoption of multichannel marketing. But can it actually measure success? And does it even know what good looks like? Chris Ross interviews Senior Consultant Paul Towney Jones to explore the risks and benefits of increased investment in MCM.

read more