End to End Design StoryVirtual Rep Service

Existing Service

Phase 01: Discovery

Stakeholders Interviews The client was migrating to a new

platform and saw this as an

opportunity to review their services.

The Competitive Audit Other industries provide services

that were previously unavailable to

pharmaceutical companies.

Metrics While reviewing the site traffic,

an 80% drop off rate for login

required services was uncovered.

Phase 02: Define

Value Proposition

A voice, video, and chat service would

expand the client’s reach.

A Consumer Journey Map The number of steps required for

task completion were identified and

ultimately reduced.

Personas

Users who could not be easily

serviced by field reps due to

geographic and time/scheduling

limitations.

Client Services

Customer Needs

Marketplace Offerings

Value

Phase 03: Design

Wireframes

Provided a baseline for ideation and

documentation of the service

enhancement.

A/B Testing

Allowed for quicker iteration and

refinement of the service solution.

Prototype The introduction of rapid prototyping

to both the agency and client

provided numerous benefits.

Phase 04: Develop

Functional Specifications Allowed the development team to

build the service’s functionality while

maintaining accountability and

adherence to the client’s

expectations.

Content Strategy Aligning with the new platform

template allows the client to build

once and deploy everywhere.

The Style Guide

Provided pixel perfect instructions

via semantic CSS to reduce the

amount of time spent on

development and quality assurance.

User Acceptance Testing

Ensured the development team built the

architecture and functionality to meet the

specifications provided.

A Build/Measure/Learn

With the new architecture, the client is better

equipped to adapt to changing user desires

and needs.

Phase 05: Deploy

Revised Service

Results

Our goal was to provide innovative products and experiences through

disciplined execution of leading UX and digital strategy methodologies. As a

result, we delivered award winning, first-in-class solutions for our Novartis.

Notably, this project won the PM360 Trailblazer Award for Professional

Website/Online Initiative.

https://www.pm360online.com/pm360-announces-the-2016-trailblazer-award-winners/