Project Overview
This project gathered requirements from Premera Blue Cross customers to help structure a co-branded mail order pharmacy experience with a new partner. Our goal was to evaluate current customer experience and pain points with mail order and brick and mortar pharmacies.
This work culminated in collaborative planning sessions between Premera and the partner to align priorities with customer needs, and identified key pharmacy challenges that could be addressed with the collaboration.
This research resulted in:
▸customer journey map of the current pharmacy experience
▸service design blueprint showing proposed new experience
▸evidence-based modifications to the co-branded product offering
▸customer experience measures embedded into the product to allow for a continuous feedback loop
This work culminated in collaborative planning sessions between Premera and the partner to align priorities with customer needs, and identified key pharmacy challenges that could be addressed with the collaboration.
This research resulted in:
▸customer journey map of the current pharmacy experience
▸service design blueprint showing proposed new experience
▸evidence-based modifications to the co-branded product offering
▸customer experience measures embedded into the product to allow for a continuous feedback loop
My Role
I was the research and strategy consultant on this project. I conducted an initial literature review to help structure the project and mined data from existing customer experience surveys to gain a baseline understanding of Premera customers' pharmacy experiences.
I led an in-person interviews with patients to better understand their attitudes and behaviors towards their medications, including their mental models around doctors, pharmacies, and prescription drugs. These findings helped inform the customer experience map. I then led workshops with internal stakeholders, and presented evidence that led to the modification of the co-branded product.
I led an in-person interviews with patients to better understand their attitudes and behaviors towards their medications, including their mental models around doctors, pharmacies, and prescription drugs. These findings helped inform the customer experience map. I then led workshops with internal stakeholders, and presented evidence that led to the modification of the co-branded product.
