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How Lloyds Pharmacy understands patient needs and designs user centered services
|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.
In the precision medicine era, the line between products and services is blurred
|27th August 2020
Precision and personalised medicines are more than products, they are services in their own right. So, how should pharma approach this uncharted territory to ensure targeted therapies work for patients?
Understanding COVID-19 and varying responses across the globe
|28th July 2020
At the beginning of the COVID-19 Pandemic, Senior Account Executive Lauren Fernandes took a course at the London School of Hygiene and Tropical Medicine to better understand how the global response to the virus and to ensure we were best positioned to serve our clients during this challenging time. She shares the key learnings and why understanding the epidemiology of the disease is integral for fighting it.
Delivering impactful customer engagements in COVID-19
|14th July 2020
Blue Latitude Health, and our parent company Fishawack Health, have developed exclusive intellectual property, processes and tools to ensure you’re engaging customers in the right way. View our service one-pagers below to find out how we can help solve your challenges whether you’re in a medical, brand, portfolio or an above brand role.