Simulating Launch to Ensure Access and Strong First Impressions

The Challenge

A pharma manufacturer launching their first large-scale specialty patient support program which leads to substantial new investments in programs, technology, field teams, and internal platforms with notable sophistication in data and digital hand-offs.

• Marginal confidence in end-to-end functionality given timelines and new technology.
• First launch into a highly competitive therapeutic area.
• Knitting together a broad scope of digital solutions with high-touch patient case management.
• Heightened focus on costs given market economics.

Goal: Conduct an end-to-end testing exercise across numerous stakeholders to gauge the collective execution and delivery of the patient services ecosystem.

Our Solutions

• Document the end-to-end flow and desired experience at each service milestone
• Creation of scenario guides and training of “actors” to play numerous roles
• Execute simulation over three days to identify strengths and prioritize areas of opportunity

The Results

• 21 scenarios: including 60 actor participants
• 8 suppliers: End-to-end execution from enrollment to data outputs
• Areas of Opportunity: grouped within customer experience, technology/data, operations and communication
• Increased Confidence Emphasis on where plan was working and prioritization of short-term pre-launch corrections

“The level of sophistication in this launch simulation allowed us to go deep into our technology, process, and training to uncover opportunities, but also feel confident in our plan.”

Download Case Study: Simulating Launch to Ensure Access and Strong First Impressions