Discovery & Research Global 500 Pharmaceutical
Overview
The project focused on improving the user experience through a collaborative, multi-phase approach. I began by conducting stakeholder interviews, analyzing qualitative data, and creating documentation to identify key insights. A prototype and mid-fidelity wireframes were developed to visualize concepts and gather feedback during early discussions. Through workshops and sessions with stakeholders and SMEs, both current and future state user journey maps and service blueprints were created and refined. Iterative updates to the service blueprint ensured alignment with a two-system solution, culminating in actionable recommendations for enhanced processes and user experiences.
Problem Statement
The current processes and user experience lack efficiency and alignment with stakeholder needs, making it difficult to deliver seamless and effective solutions. There is a need to understand existing workflows, identify pain points, and design a future state that enhances user satisfaction while accommodating a two-system solution.
UX Process
This project involved a collaborative effort with a cross-functional team to analyze current processes and recommend strategies to enhance the user experience. Key activities during the Understand Phase included conducting in-depth stakeholder interviews to gather qualitative data and insights and performing affinity mapping to identify patterns and document findings for client delivery.
In the Prototyping and Concept Validation phase, the team developed a prototype to visualize the concept, which was shared during stakeholder interviews to gather feedback, and created three mid-fidelity wireframes to support initial concept development.
Current State User Journey Map (UJM) and Service Blueprint sessions with primary stakeholders and subject matter experts (SMEs) were conducted to understand pain points further. This was followed by Future State Development, which included conducting multiple Future State UJM sessions and a Service Blueprint (SBP) Workshop. I prepared and facilitated the workshop to gather input for future state design and held follow-up sessions to ensure comprehensive data collection.
The project concluded with Service Blueprint Iterations, starting with Version 1.0 SBP, which captured initial workshop findings. Version 2.0 SBP refined the blueprint for handoff to a fellow UX team member, while Version 3.0 SBP was updated to align with a two-system solution approach. This iterative process ensured alignment with stakeholder needs and delivered actionable insights to improve user experiences effectively.
UX Activities and Deliverables
• Stakeholder Interviews and Analysis
• Affinity Mapping of Qualitative Data
• Readout Documentation and Presentation to the Client
• Prototype
• Wireframes
• Current State User Journey Maps
• Future State User Journey Maps
• Current State Service Blueprint
• Future state Service Blueprint Workshop Facilitation