Case Study
Current & Future CX Gap and Friction Point Mapping
Identifying existing and future experience gaps and friction points to inform entry market strategy a Novel Oncology Therapy.
Oncology
Situation
An unprecedented individualized therapy with a new MOA was close to receiving indication for melanoma cancer and preparing for launch. In order to ensure impact at launch, the team needed a clear CX roadmap for HCPs and Patients.
- CX journey immersing the team in HCP & Patient frictions, with a focus on communication and education.
- Series of CX journey workshops to design solution activations and translate into CX concepts.
Our Approach
Our Impact
- Activating Strategies: We defined and identified activating strategies for the bullseye patient and HCP personas to drive early adoption and uptake.
- Market Advantage: We identified market advantage of the novel therapy beyond it's novel MOA.
- 25 CX Intervention Concepts: We conducted a series of workshops to unlock pivotal frictions, creating CX friction intervention concepts across the journey.