Problem

When patients are diagnosed with a critical illness, they all behave in different ways. Some research to arm themselves with knowledge, others seek connection and reassurance, while what some need most – is practical day-to-day support. Janssen’s role is to provide support through medication and health education. But their current state patient experience is sub-optimal. They told us that a complex information ecosystem, poor readability, lack of credibility, and sheer overwhelm are some of the biggest pain points for their patients.

Approach

With support from stakeholders, myself and a team of 3 ran a series of research surveys, stakeholder workshops, and one-on-one interviews to uncover key pain points for patients, health care providers, and Janssen staff. We also conducted a current state health education asset mapping exercise to understand how different personas were currently accessing, distributing and consuming health education materials from around the web. This gave us a bird’s eye view of the landscape so that we could get to the core of the problem with the patient experience, and make recommendations at the appropriate level.

Value delivered

From providing health education materials that practitioners feel confident in sharing with patients, to supporting Janssen staff in writing for a diverse audience – we provided a focussed list of opportunities to improve the patient experience by meeting the needs of the different roles in the delivery chain. We were also able to advise on which technology platforms to invest in, to deliver the right type of health education support to the right users. From people, to processes, to platforms – our research shone a light on the wider health education ecosystem, and how Janssen could fit in to deliver a truly end to end patient care experience.
Services provided
// Stakeholder alignment
// Customer Research
// Persona Development
// Opportunity identification
// Strategic Backlog creation
// Proposal pack for business case
*Detailed deliverables available on request