Deep empathy patient journey: facial injectables

The Context

A global pharmaceutical company was seeking strategic opportunities to impact patient decision-making and enhance the patient experience around facial injectables.

The Challenge

In order to meaningfully address patients’ unmet needs, the client needed a deep understanding of the complex emotional journey that patients experience around facial aesthetics.

Our Approach

Through experience design and ethnographic interviewing techniques, we uncovered that the patient experience around facial beauty is marked by significant moments of internal emotional tension. Along the journey, people can feel both empowered and vulnerable, confident and unsure, autonomous and constrained.

Approach Highlights

  • Behavioral interviewing techniques, such as projective tasking, to get beyond the surface
  • Strategic leverage points and critical next steps.  

Our Impact

Equipped with experience journeys and impactful patient videos, the marketing and brand strategy teams had a nuanced understanding of patients’ unmet needs and aspirations. This new knowledge informed their marketing and brand strategy.

character 1
character 2
character 3
character 4
character 5
character 6

character 1
character 2
character 3
character 4
character 7
character 6

character 1
character 2
character 3
character 4
character 1
character 6

“These videos are amazing! They really do bring the journey to life and allow you to connect to the patient experience."

- Manager, Marketing Research

Creating a Human Centric Blueprint for Website Design

The decision making process behind adopting a new treatment

Using behavioral sciences to create concepts that inspire HCP action

New Therapy Service Concepts to Elevate Patient Experience

The complex relationship with our skin.

The power of questioning to shift organizational mindset

Patient-Centric Design: The Auto-Injection Experience

A Roadmap to New Indications in Gastroenterology

Is an app the right solution for HIV weight gain?

Let’s Get In Touch!

Contact us