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.
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.
![]()
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
Company Details
Blue Latitude Health
+44 203 328 1840
Address:
Blue Latitude Health (UK)
140 Aldersgate Street
London
EC1A 4HY
United Kingdom
Latest content on this profile
- The changing face of pharma in the precision era
- Blue Latitude Health speaks to Nancy Brandt, a Senior Leader in Global Medical Information at a top 20 biopharma organisation. Here, she reveals what pharmaceutical companies need to do to prepare to bring precision medicines to market and how she is ensuring the patient is consulted every step of the way.
Blue Latitude Health
- Creative problem solving, solved
- Customer Experience Consultant Eimear Power explains how pharma teams can unlock their creativity and foster truly innovative ideas.
Blue Latitude Health
- Three strategies for managing loss of exclusivity successfully
- Claire Taylor, Senior Associate Consultant at Blue Latitude Health explains why you should be strategically planning your LOE strategy years in advance.
Blue Latitude Health
- Empowered patients: shaking the foundations of healthcare
- Precision medicine represents a new paradigm in healthcare.This new approach to treating and preventing disease views the patient holistically, analysing their genes, environment and lifestyle, and using this information to make a more accurate treatment decision. Here we discuss the barriers, opportunities and potential outcomes of the precision medicine era in healthcare.
Blue Latitude Health
- A uniquely English genomic medicine service
- The UK National Health Service is developing one standardised approach to embedding precision medicine across the whole of England. Blue Latitude Health speaks to Dr Tom Fowler, Deputy Chief Scientist and Director of Public Health at Genomics England, to find out how the NHS is achieving this goal.
Blue Latitude Health
- Diagnosing the lag in neuropsychiatric treatments
- The number of mental health research programmes in larger drug firms has shrunk by 70% in the past decade. Blue Latitude Health Senior Associate Consultant Sana Rahim explores this drop in investment and explains why developing a market-orientated model is vital for making progress.
Blue Latitude Health
