Redefining Patient Support to Deliver a Meaningful & Lasting Experience

The Challenge

• A restrictive label requiring new patient & provider behaviours in an established therapeutic area
• Complex initiation process impacts overall demand and leads to a high rate of patient drop-off

Our Solution

Adopting Design Thinking, we challenged the norms to improve in the ways the market does not expect

Our disruptive hypothesis: “What if…we have a personal, one-to-one bond with each patient?”

The Results

• New Organizational Roles build lasting personal bonds with patients & HCPs throughout the journey increasing conversions and limiting drop-off
• New Capability Coordination Resources Across Organizations – a cross-functional competency to ensure continuity for stakeholders by identifying & impacting workflow to manage customer experiences

New roles supporting patients & HCPs at critical steps of the journey build lasting personal bonds limiting drop-offs and increasing conversion