Please login to the form below

The ROI of user experience in pharma and healthcare: How to engage your customers

In this article, Head of Customer Experience Elisa del Galdo of Blue Latitude Health breaks down how to understand the return on investment of user experience in pharma and healthcare.
Pharma is changing. A 2014 eyeforpharma survey showed 86% of pharma executives felt that a focus on patient-centricity was the best approach for future profitability. But change is never easy. Within the pharma and healthcare industry, the introduction of a user-centred approach that incorporates best practice user experience research and design is rare. Often the world of user experience (UX), its activities, methods, and deliverables are not well understood within this industry. This situation contributes to the difficulty organisations have in becoming truly patient centric.

This lack of understanding of how UX contributes to value, and therefore how it can be measured, means that organisations implementing a user-centred approach get stuck. They want to be more patient and customer centric, but don’t understand where their investment in user research and user-centered design is delivering a return.

In this article, Head of Customer Experience Elisa del Galdo breaks down how to understand the return on investment of user experience.

Understanding user experience

User experience methodology is a collaborative and iterative process that facilitates innovation for the purpose of solving a problem. It brings together multidisciplinary teams to achieve the best solution for all stakeholders – not just the business or exclusively the customer.

The collection of data gathered from all stakeholders informs design and supports decision making when creating a solution. This ensures that critical decisions are not opinion-based, which can lead to the creation of solution that addresses perceived problems, not the ones your customers or your organisation are attempting to solve.

The impact of user experience and its contribution to return on investment is well-documented. UX provides the insights via qualitative research that uncovers patient and customer requirements, and identifies the motivations, drivers, triggers, barriers, pain points, and context that drive behaviour.


Not only does the practice of user experience deliver return on investment by producing a solution that solves a problem via technically deliverable design, it also incorporates the needs of the business. A user-centred process is driven by methodology that supports the effective and efficient creation of successful solutions. 



Download the full article from Blue Latitude Health

14th March 2016

Share

Tags

Company Details

Blue Latitude Health

+44 203 328 1840

Contact Website

Address:
Blue Latitude Health (UK)
140 Aldersgate Street
London
EC1A 4HY
United Kingdom

Latest content on this profile

50 questions for delivering an exceptional healthcare brand experience
Our 50-question brand planning checklist for healthcare ensures you deliver an exceptional experience, based on what your stakeholders want and need
Blue Latitude Health
The brand strategy revolution
Introducing a new tool for developing a stakeholder-centric brand, based on the experience your patients and their HCPs want and need.
Blue Latitude Health
How Medisafe is using AI to improve patient adherence
Dina Patel speaks to Omri Shor, Co-Founder and CEO of Medisafe, to find out how his medication management app is tackling the problem of poor adherence.
Blue Latitude Health
Downloadable Pack: Understanding Multiple Sclerosis
Inside this downloadable pack, you’ll find a wealth of exclusive information on the way multiple sclerosis is commonly treated today. As well as areas of continuous improvement for the industry.
Blue Latitude Health
Six factors that drive a multiple sclerosis patient's choice of disease-modifying therapy
MS advocate Trishna Bharadia explains the numerous factors that lead patients to choose a disease-modifying therapy, including the important considerations healthcare professionals and pharma often forget.
Blue Latitude Health
Innovative approaches in the treatment of multiple sclerosis
Blue Latitude Health Senior Associate Consultant Will Frostick delves into the MS treatment landscape and explores some of the cutting-edge treatments on the horizon.
Blue Latitude Health