It’s 2020, and we’re heading into the Pandemic. A global medical diagnostics company is recognizing that serving patients has too many physical interactions to be safe and is too difficult for normal people.
Just prior, I was leading the effort to create a streamlined, low-touch digital experience for this major diagnostics company at what turned out to be one of the most important times in its history. Because of this work, they were able to support millions of patients in a time of life or death.
While we started our work with a focus on patient-centricity, where we ended was more important than we could have imagined.
What I loved about this project was that it united patient research and insights with clear execution on journey management and digital design. In short, it was innovative in the best sense of that term—creative, yes, but ultimately about enabling my client to do something new, something they and their customers desperately needed.
And I’ve done similar work for a large credit union, a satellite company, a large health insurance company and others.