Top 10 Pharma.
External engagement tracking solution
Case Study
At a glance
Say goodbye to Word files and local folders – we transformed disconnected legacy processes into an integrated experience.
Digital transformation must encompass a focus not just on technology, but also on process, content, and convenience. Our Big Pharma client was looking for this type of holistic approach in their external engagement program.
We delivered a human-centered and technology-agnostic project, with simplification, integration, and usability in mind.
Client
Top 10 Pharma
Sector
Health & Life Sciences
Project
External engagement tracking solution
Activities
Functional workshops
Discovery interviews
Personas
Business analysis
Process redesign
User flows
Wireframes
UI design
Design System
Prototyping
Usability testing
Technologies
Figma
Miro
Mural
Seeing the forest for the trees
Engagement programs with external experts have long been an indispensable source of information for pharma companies. Participants include researchers, doctors, and even patients. Sadly, decades of practice have led to a sprawling list of formats, processes, and systems, even varying between geographies. An internal audit has revealed compliance risks, creating an opportunity for a revamp.
Beyond cleaning up the surface-level sprawl, deep-rooted mindsets also needed to be updated. Chief among them were:
- switching from a focus on logistics to a focus on content and insights
- introducing an element of search and review of past engagement outcomes
- changing from a 'stored-in-document' to a 'stored-in-system' mindset
Whitespace was invited to make the human-centered approach more robust, and introduce rigor into the project process.
Thank you for all the fantastic hard work you have put in over the last couple of months. The final result is a brilliant outline of all of the hard work.
Principle Product Owner
Shedding light on the darkness
Identifying the role-based personas and verifying their needs through interviews was the easy part. The difficulty started when answers started revealing new system integration needs, variations to processes, and increasing complexity.
Instead of getting bogged down in technical details, we cut through the complexity by creating an end-to-end flow of the as-is and to-be process, highlighting each persona's goals, actions, and current systems used. These were then translated into user stories, creating a technology-agnostic list of requirements.
After having revealed and redesigned the 30.000-foot view, we were ready to dive into nuances. Whitespace analyzed existing systems' functionality and interoperability, down to the metadata level, revealing and resolving discrepancies through an object-oriented approach.
Adding the human touch
While the initial project only included process- and technical planning, Whitespace always seeks to engage the users as much as possible. We succeeded in extending the scope to include a much-needed high-fidelity prototype, which we tested with representatives of the personas.
These engagements highlighted opportunities to improve not only the interface but also the entire process. Long-held user mindsets were successfully challenged, to not just acceptance, but enthusiasm toward the new solution. As an added bonus, the list of user stories and robust prototype gave the implementation phase a great initial boost.
I'm very excited for this. I hope it's implemented soon. It will make all our lives easier.
Usability Research Participant
Peter Horvath
Strategy & Service Design Lead
The best kind of project is the one whose true complexity is only revealed during discovery. This way all stakeholders can watch the challenge unfold together, and realize the growing opportunity to make an impact. This engagement tracking project was a perfect example of what happens when every answer leads to a bigger question.
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