|22nd January 2020
Within our customer experience capability at Blue Latitude Health (BLH), our user experience researchers and designers are tasked with understanding customer and client needs, in order to drive innovation and to solve real problems.
Recently, a client required a centralised system to drive the development and deployment of datadriven patient services. They wanted the design and build of the patient services to be centralised and accessible by local markets for localisation. There was the added complexity of ensuring the new platform would support innovation in patient services coming from local markets. This is how we rose to the challenge...
We started by examining the organisation’s current workflow and uncovered the following challenges:
We then captured stakeholder requirements and progressed the design of the solution using a user-centred service design process. To begin, we conducted qualitative interviews with internal stakeholders, including the core digital team, IT, service designers and local markets, to ensure that we had developed the insight needed to clearly understand all of the challenges and to inform the design of the solution. We then used these insights to define user cases and requirements.
The next step was to create a service blueprint with the core team, which was validated by both global and local stakeholders. A service blueprint is essentially an extended customer or user journey. Traditionally, a customer journey focuses on a single user, mapping their interactions, behaviours, unmet needs, emotions and touchpoints along a specified time scale or defined task. The purpose of the service blueprint is to map the processes of a number of actors within a service ecosystem. This is done visually by assigning a process or actor to a ‘swim lane’ and visualising interactions and tasks within and between swim lanes to represent the flow.
|3rd April 2020
Decisions made early in the drug development process can define the limits of what’s possible for products and portfolios. So, why aren’t commercial teams always involved in these early conversations? In this Q&A we deep dive into early stage strategy, including how to break down these siloes and rethink drug development and clinical trial design.
|27th March 2020
Senior Associate Consultant, Manos Mastorakis, takes a look at a number of COVID-19 drugs that are already registered in clinical trials, providing analysis aiming to simplify the current landscape.
|6th March 2020
BLH speaks to MM patient advocate, Peter McCleave, to find out how he has fought to remain positive throughout his treatment journey while simultaneously leading a successful campaign to get more people to sign up to be a blood stem cell donor.