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

Digital Nation: How Australia became a digital health pioneer
Australia has adopted digital strategies to transform its healthcare system. We sat down with Rachel de Sain, who shares where, and how she contributed to improving digital health products and services in Australia to advance their nation to becoming one of the world's leaders in digital health.
Blue Latitude Health
Rethinking Electronic Medical Records
EMR systems are far from perfect. Clinician and PhD candidate Dr. Pao takes us through his perspective on the system and how he aims to lead the way by solving the challenges when adopting this technology in a clinical setting.
Blue Latitude Health
Blue Latitude Health moves to new offices in New York
Blue Latitude Health has moved offices to a new location in New York following a year of substantial growth.
Blue Latitude Health
Designing a global digital patient services platform
Within our customer experience capability at Blue Latitude Health, our UX researchers and designers are tasked with understanding customer and client needs. Recently, a client required a centralised system to drive the development and deployment of data-driven patient services. Here, we explain the process of developing this platform.
Blue Latitude Health
Digital therapeutics and their impact on society
Head of Customer Experience Elisa del Galdo explores how healthcare technology can help chronic disease patients and asks what makes a good digital therapeutic?
Blue Latitude Health
Life with multiple myeloma - why I'm a lucky man living the dream
Multiple myeloma patient Bob Munro explains what it's like to live with the rare blood cancer and how his diagnosis led him on the journey of a lifetime – cycling from London to the Arc de Triomphe.
Blue Latitude Health