Current & Future CX Gap and Friction Point Mapping

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. ​

• 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. ​