this article has been archived; content may be out of date.

Customer is King: producing products that patients want

Blue Latitude Health | 24th July 2014

Harry Crook, from HA Crook Pharmacy Limited, talks about the importance of providing a patient-centric experience. Pharma companies should be producing products that patients want, because the patient is the most important thing. If, as a company, you don’t do it right then they go somewhere else!

In the booklet 'Customer Experience: The Essential Guide for Pharma', we mention that the customer isn't as concerned about the pharmaceutical company as they are about the drugs they make. Harry Crook agrees:

Nobody cares where their blood pressure tablets are made or who by. All they care about is whether it works. Beyond that we need to make sure it’s available for them at the time they need it; where they need it; they understand what they’re doing with it; they have any added benefit from anything else the pharmaceutical industry can give us to give them.

Pharmaceutical companies provide people like Harry Crook with a tool - the drug. It’s then their responsibility to give the patient a truly patient-centric experience with that product. At Blue Latitude Health, we know what it means to look at the patient journey from the patient's perspective. Behaviour changes from pre-diagnosis, diagnosis, treatment and recovery to the management of their condition. This affects their choices, decisions, and attitudes towards a service or product; as laid out in our Patient Information Journey poster.

 

Read more about human-centred design and customer engagement in our second issue of Perspective magazine.

Culture cannot be global - Blue Latitude Health

Culture cannot be global: doing business outside your comfort zone

Dorottya Okros | 12th April 2017

Cultural context is everything when you’re working with teams from a different background to your own. Senior Associate UX Researcher Dorottya Okros talks through the common communication and negotiation pitfalls of working with Eastern Europe and the CIS for British presenters.

read more

channeling-your-inner-disruptor-kid-screaming-microphone

Channelling your inner disruptor

Jenna Earl | 5th April 2017

Channel strategy has long been a hot topic for pharma and is often regarded as the answer to many of today’s marketing challenges. Head of Brand Strategy Jenna Earl discusses these challenges faced by pharmaceutical marketers today, and if channel disruption is really the answer.

read more

Introducing_orello_Janssen

Using service design to improve patients’ quality of life

Eimear Power | 29th March 2017

Customer Experience Consultant Eimear Power talks through the process of developing Orello, a service for metastatic prostate cancer patients and their loved ones, in collaboration with Janssen.

read more