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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.

Meet the CEO behind ReNeuron’s cutting-edge stem cell therapies

Natasha Cowan | 18th April 2018

Blue Latitude Health speaks to Olav Hellebo, CEO of ReNeuron, to find out about the biotech’s latest innovation in stem cell therapy and to learn his perspective on navigating the challenges that come with developing products in this complex market.

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Customer journeys: a tool for behaviour change

Natasha Cowan, Elisa del Galdo | 13th April 2018

In this Q&A, BLH speaks to Director and Head of Customer Experience Elisa del Galdo to learn how she uses customer journeys to drive innovation and facilitate behaviour change.

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Perspective on the power of insight

Blue Latitude Health | 4th April 2018

Good insight gives you the tools to create innovative products and services that meet customer’s needs at the point of need. In this issue of Perspective magazine, our in-house insight experts unite to reveal the best practical tools, tips and knowledge for harnessing insight to empower your customers and inspire innovation.

 

read more