Service design and delivery

From large scale patient support programmes to discrete physician-focused solutions, we design services that create value, meeting needs and alleviating pain points in the end user’s information journey.

We also support the full service lifecycle, from initial concepts, design and delivery to an exit strategy, building you a tailored commercial model to complement your innovative new service.

Case study

Patient adherence application

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Case study

Orello

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Case study

Preparing for a global launch of a prostate cancer product

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Related articles
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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.

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Patient-centred care innovation in dementia: a conversation with Neil Maiden

Liz Inskip | 18th January 2017

Content Marketing Manager Liz Inskip interviews Neil Maiden of City, University of London, about his work developing mobile technology solutions for residential dementia care, and what the challenges facing innovators in this therapy area are.

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The role of empathy in the design of products and services

Peter Timmer | 31st May 2016

In this article, Customer Experience Consultant Peter Timmer talks through what it means to design with empathy for the customer, and why it produces better products and services for pharma and healthcare.

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Client relationships in the ever-changing marketing landscape

Ben Routley | 13th April 2016

To get a deeper understanding of how Blue Latitude Health approaches client relationships in the ever-changing marketing landscape, we interviewed Ben Routley, Client Lead across our Agency of Record brands. Here, he talks about what the secret to building long-lasting relationships is.

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Beyond the patient journey: Designing for behaviour change

Anna Tamasi | 26th February 2016

In healthcare, customer journey maps can be very complex due to the fact that healthcare systems are often convoluted and extensive. This creates a web of interconnected touchpoints and interdependent stakeholders that is too cluttered and difficult to use. 

In 2016, it’s time to update our model for the customer journey. Customer Experience Consultant Anna Tamasi talks us through the future of journey mapping.

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How to surf the healthcare disruption tsunami

James Atherton | 12th January 2016

Moving into 2016, we want to draw the focus to the issue of tangibly defining value in healthcare innovation and ensuring that the services that pharma and healthcare brands are developing are actually taken up and implemented. Managing Consultant James Atherton talks through some tangible tips for businesses and brands looking to surf the wave of disruption in 2016.

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Back to Basics: Designing digital patient services

Elisa del Galdo | 2nd July 2015

Head of Customer Experience Elisa del Galdo talks through the key considerations for pharma companies when designing and delivering digital patient services from a customer experience perspective.

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Innovating with what you have: Better healthcare with existing technology

Will Taylor | 25th June 2015

The healthcare industry has traditionally been slow to adopt new technologies. This may be due to patient ability or an industry aversion to early adoption, but there is another, often overlooked option available: using existing, established technology to improve patient outcomes through innovative services. Account Executive Will Taylor talks us through a case study in applying established technology to healthcare problems in an innovative way.

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The ‘digital health revolution’ is here: What pharma needs to know

Simon Young | 24th June 2015

Director and Head of Commercial Simon takes us through some of the key themes of the Financial Times Digital Health Summit in London, outlining and expanding on where we feel the industry is heading as we get closer to the ‘digital health revolution’.

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Innovate or Die: How can the NHS deliver care in the digital age?

Blue Latitude Health | 16th June 2015

For Blue Latitude Health, the discussion and speculation around the future of the NHS begs the question: what is the role of Pharma in facilitating the deployment of digital transformation? Senior Associate Consultant Angela Lopes has written a thought leadership piece for Blue Latitude Health to tackle this question, based on a piece of research conducted with Consultant David and US VP James from the Strategy team.

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How do you solve a problem like non-adherence? (Part II)

Elisa del Galdo | 28th May 2015

Following her previous piece on patient medical non-adherence, Head of Customer Experience Elisa del Galdo takes a look at the different patient personas that emerge during the diagnosis and treatment pathway. Download her sketchnote of the three personas and read about how to design services for unengaged patients.

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How do you solve a problem like non-adherence?

Elisa del Galdo | 18th May 2015

Recent research from the World Health Organisation and the Mayo Clinic on the impact of (and influences on) a patient’s ability to adhere to their treatment regime has shown that an astounding amount of patients do not follow or complete their treatment as prescribed. Head of Customer Experience Elisa del Galdo looks at the factors around patient non-adherence and how pharma can help to solve the problem.

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WIRED Health 2015: Key themes and takeaways

Blue Latitude Health | 14th May 2015

James and David from the Blue Latitude Health Strategy team attended WIRED Health 2015, and reported back on what they thought the most exciting and relevant takeaways were for pharma and marketing.

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Going for Gold: How evidence-based research helps you achieve excellent customer experience

Martine Leroy | 28th April 2015

Martine Leroy and Elisa del Galdo break down what customer experience research is, and why it’s important for pharma companies to employ it in the development of customer-centric products and services.

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Evolution of the wearable tech revolution

Stuart Goodman | 30th March 2015

One of the predictions we made in early 2015 was around wearables: “Wearable tech will play an even more integral role in the collection of aggregated patient data to help identify disease trends, predict treatment outcomes and improve future diagnoses. What we anticipate seeing more of in 2015 is a closer integration between the wearable device and how it feeds information to various sources.”

Account Executive Stuart Goodman takes a look at this prediction and provides an analysis of where wearables are heading.

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Use of biomarkers in marketing

Mark Assenti | 12th March 2015

The modern pharmaceutical market can be saturated with competing products, from bio-similars, to same in-class, to alternative MoA treatments. Standing out from the crowd can be tough; innovative and patient serving methods of differentiation are hard to come by. 

Consultant Mark Assenti talks through the use of biomarkers in pharma marketing and where it's headed in 2015.

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How patient outcomes influenced FMCG’s entry into the healthcare market

Mette Kudahl | 5th February 2015

Senior Associate Consultant Mette discusses the influence of the fast-moving consumer goods (FMCG) market, and how risk-sharing agreements and integrated care platforms are progressing in healthcare and pharma.

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How to be an MCM Maverick

James Atherton | 8th September 2014

Although most companies have espoused the Multichannel Marketing concept, the pharma industry still presents considerable scope for developing and optimising the promotional mix. Deidre Coleman from EyeForPharma sat down with Managing Consultant James Atherton to discuss.

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How do you change your customers' motivation and behaviour?

Blue Latitude Health | 4th June 2014

Many of our clients ask us to help them understand how they, as a service provider, can more effectively inform and educate their customers. But how do you successfully motivate the customer to want to change their behaviour? We talk through best practice in this blog.

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