Future-fit Story:
Healthcare Company
Translating a complex global transformation program into regional and local reality, balancing ambition with application.
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Reveal
We found that the regional team was too small and spread too thinly to realise the potential of a global transformation program. Most of the Healthcare Professional (HCP) journey was still being operated manually, with numerous weak links, aggravated by mistrust of technology as a staff surveillance tool.
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Release
Changing staff perception of new systems was critical, by breaking down the customer journey into manageable stages, then showing precisely how data and technology could enable improvements. A cascade of problems were resolved by setting-up service team notifications properly for issues they could resolve or escalate.
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Retrain
Working alongside stakeholders to set-up operating principles that guided retraining business practices – Purposeful, Pertinent, Painless and Personal. The project translated the consulting teams’ advanced best practices into practical local use cases. Two key journey scenarios were workshopped and blueprinted with the customer.
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Reinspire
Training with new systems had not been adequate for key users to become self-reliant. They were still getting stuck and reverting back to old ways. It was time to go beyond the project scope to build and set-up journeys alongside product champions. This emboldened the customer to champion adoption in markets across the region.
HITMXE®
moment of truth
The customer had been institutionalised by institutional pharma sales; a model engrained by the parent company. The new business unit was Direct-To-Patient.
Too few of the team were conversant with how to think customer-first, organise for patient outcomes and use technology to operationalise sequence triggered interactions. They’d become too removed from the day-to-day reality for oncology HCPs and stakeholders in the process. We realised that identifying different stakeholder’s needs in that sequence would prevent fixating on technology.
