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How Lloyds Pharmacy understands patient needs and designs user centered services

Blue Latitude Health|17th April 2014

A few weeks ago Blue Latitude Health ran an event exploring the topic of ‘Researching and Designing User Centered Healthcare Services’ in parternship with CreateHealth. One of the speakers was Souleymane Camara PHD, UX Researcher and Designer for Lloyds Pharmacy Online Doctor (NB: now at Lexis Nexis) who detailed how they go about generating insights, optimising the experience and developing lifetime value from their customers.

Anna Tamasi, CX Consultant at Blue Latitude Health, was in the audience and used the sketchnote technique to capture the key ideas from the presentation. The term sketchnote was coined by Mike Rohde (author of The Sketchnote Handbook) when, frustrated by the usual method of taking notes, he tried something new. It describes in one word a handwritten note enriched with visual language made of drawings, arrows, text and symbols. It's a way of making note-taking more memorable and fun, and capturing ideas in an engaging and viusal way. Sketchnoting is always personal – so two people’s sketchnote of the same talk is always different.

To see what Anna found interesting, and the key points she took away from Souleyman’s presentation – view a large version of her Sketchnote here.

The presentation details the importance of contexts, mental models and behaviour when designing services, and shares detailed case studies of Lloyds Pharmacy findings from research with women being prescribed contraceptives, asthma sufferers, and men dealing with premature ejaculation. It finishes by giving tips on how best to engage with patients who have life-long, embarrassing or lifestyle conditions.

Read more about user-centred design in healthcare in the second issue of Perspective, which you can download below.

Precision paediatrics: Treating patients with CAR-T

Guest Blogger|9th July 2019

Dr Stuart Adams specialises in using T-cell therapy to treat paediatric patients at Great Ormond Street Hospital. Here, he explains what it was like to develop and deliver a groundbreaking CAR-T therapy for the first patient in Europe, and how the centre of excellence has adapted to make precision medicine a reality

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What does it mean to be an agile organisation

Guest Blogger|27th June 2019

We spoke with Philip Atkinson to learn how healthcare and pharmaceutical companies can rapidly respond to changes in the market.

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Battling breast cancer with precision medicine (Part 2)

Natasha Cowan|20th June 2019

Dr Mark Moasser treated breast cancer survivor Laura Holmes-Haddad (interviewed in part one) with an innovative precision medicine, which at the time was yet to be approved. Here he gives his side of the story and explains how industry can help oncologists treat more patients with targeted therapies.

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