Delve has completed over a dozen major projects for one of the top biologic products in the world. Our work ranged from product design, service design, ethnographic research, channel investigation, and journey mapping.
We worked closely with our client and their partners in a very collaborative process. We began the process by deeply understanding our clients organization, their appetite for change, and the perspective of the key decision makers and stakeholders to ensure recommendations were actionable by the organization.
We explored the competitive landscape and looked at culture and social trends that were shaping people’s behaviors and expectations. We learned about the patient and their families, and the physicians and their teams through observations and interviews.
The key deliverable for this first project was an experience map that illustrated the patient journey from diagnosis through three months on the drug, including the office, payer, and pharmacy interactions.
The frameworks, insights, and maps created a foundation for the subsequent projects and led to a complete overhaul of the patient and physician/office experience.
Our efforts contributed to the design of a new care model, revealed growth opportunities in different channels, and informed access and reimbursement enhancements.
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