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.
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.
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