camp digital user experience and its influence on customer centricity
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User Experience and its Influence on Customer Centricity in Pharma Camp Digital 2015 Elisa del Galdo Head of Customer Experience 23 April 2015
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bluelatitude.net
Healthcare specialists
Blue Latitude is a strategic marketing consultancy, focusing on creating exceptional customer experiences in healthcare. We work with decision makers, who transform and save lives, all over the world
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Healthcare specialists
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Our Services - what we do
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Research & Insight
Strategy
Customer Experience
Service Design
Capability Development
Measurement & Optimisation
Delivery & Execution
Customer Experience at Blue Latitude
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• Head of Customer Experience at BL
• Over 75 years of combined experience in user experience design and research.
• Multidisciplinary team
• Human factors, cognitive psychology, visual design, market research, strategy, and human computer interaction
Some of our clients
Who are the customers
We focus on a variety of user types and their interactions
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Patients
Carers
HCPs
Employees (Sales Reps)
Payers
Pharmaceutical companies are conservative when it comes to changing the way they interact with
their customers.
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It is a highly regulated industry, with codes of practice, as well as legal and medical
regulations that have recently been tightened.
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Everything we create is subject to regulations and compliance
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Our research standards
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Blue Latitude are a member of the following professional market research organisations:
Corporate approval processes
Regulations exist to ensure that interaction with customers is within acceptable
boundaries.
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Pharma want to understand their customers’ needs, connecting with them to provide
services beyond the pill.
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In addition, the services must provide value to Pharma.
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The Customer Experience Design Process
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RESEARCH STRATEGY DESIGN DELIVER REFINE
Iterative validation Unfortunately, regulations can restrict UX best practice
Acceptance of innovation in customer services can be very difficult…
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CX research provides the customer perspective for Pharma via insights to influence design
beyond traditional market research.
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Sign Against Stroke – Case Study
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There is light at the end of the tunnel.
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Questions?
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Thank You
Elisa del Galdo Head of Customer Experience
T: +44 (0) 203 328 1861 [email protected] www.bluelatitude.net
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