Novartis Leap
The Problem
Patient services models are insufficient in meeting customer demands due to lack in progress in becoming more consumer-centric, outdated technical infrastructure making it difficult to innovate, and multiple vendors providing a variety of services, leaving our customers with an inconsistent & fragmented experiences across a variety of touch-points.
• 30-40% of patients never get the treatment their doctors prescribe.
• 70% of patients are not on their prescribed therapies after 12 months.
• 86% of HCPs report administrative hurdles have increased over the last five years.
The Solution
Taking a customer and human approach to re-imagining a complex system of portals and vendors providing financial and adherence support for our treatments from the ground-up all in-house at Novartis. All to increase the rate at which patients who are prescribed treatments, get access to benefits, get their first fill, financial support if needed, and adhere to their treatment plan.
Assembling a team and detailing the process
Our iterative approach allows to continually learn about our user’s behaviors and pain-point in order to plan and improve on our products, scale to future brands, and speed to market.
User Research at the Core of Our Approach
Make data-driven decision-making easy by setting research agendas, executing studies, conducting interviews, surveys, workshops, and distilling findings into actionable takeaways. Then distributing findings through robust information collection and sharing system focused on improving end-user outcomes. We then solve real problems, in appearance and functionality, for real people by using both empathy and knowledge of our products and services users’ habits, behaviors, frustrations, needs, and goals. We then finally use analytics, testing, continued research and competitive analysis to continue to refine, tailor and develop user-centered products and measure success.
A Strategy for Insight-Focused Research Methods
In order to aid in making design decisions and build empathy while maintaining objectivity, we researched and documented the goals, processes, and pain points of our users. They then also served as the basis for the roadmap and user testing that was conducted to validate our products.
Owning the Relationships with a State-of-the-Art Call Center
Novartis employees can get closer to patients and HCPs, to respond to feedback and help more customers more quickly. All fueled by standards enabled by modern technology that increase quality of service, and scalability.
Delighted customers get answers and expert guidance on what to do next from a Novartis expert through their preferred digital channel. These better tools and expert support that help HCPs get their patients to start and stay on therapy.
Insights designed to be actionable
We created unique and configurable dashboard views for each of our users for our program. These dashboards provide views into the Customer Engagement Center agent and team performance, brand program health, and data into customer satisfaction within each of our services and processes. All of which are designed to take action and improve customer experience.
A User-Validated, Accessibly Designed, on a Responsive Brand-Configurable Platform
Configurable PlatformUsing the extensive research of our users, and testing of our designs, we developed a brand configurable web-based experience, that informs, sets expectations, and is accessible. Our experience, reduces customer confusion, accuracy of user data inputs, and speed to complete enrollment and service times.