CNS Product Customer Experience Strategy

A biotech company was preparing to launch a new healthcare provider-administered therapy in the CNS space.  It needed to develop a comprehensive patient support program (PSP) and customer experience strategy in advance of the launch.

Our team began with a thorough situation analysis that included 1:1 interviews with a range of client stakeholders. This helped us understand the ongoing launch planning workstreams, as well as key considerations for the PSP and the overarching customer experience strategy.  We then helped align the client core team regarding the guiding principles for the customer experience strategy.  Next, we organized a series of customer experience workshops.  These enabled us to map the end-to-end customer experience, including key steps and potential barriers along the patient journey.  It also identified key points at which client / vendor intervention could mitigate potential barriers and ensure a seamless customer experience.  Finally, we helped the client prioritize potential solutions based on impact and the feasibility of implementation.

We helped the client develop a clear and effective customer experience strategy that A.) was guided by clear principles and objectives, B.) defined owners and supporting stakeholders for prioritized solutions, C.) identified key tactics, and D.) included an implementation plan with key deliverables, timelines, and more.