Patients-first approach for change
Making changes to deliver exceptional patient experiences with Novo Nordisk
Business Challenges
Novo Nordisk sought to create a patient-centric program to communicate and motivate employees and all stakeholders around their mission to change the narrative around diabetes and patient care.
Path to Change
Strativity was engaged to conduct Journey Mapping and Innovation workshops. These workshops helped to identify key Moments of Truth and design the desired future state. An Experience 360™ study was conducted among patients, including the competitive set, resulting in a perception map by brand. Employees participated in education sessions to better understand patient centricity as well as their impact on the organization. Additionally, Strativity conducted a Call Center Assessment to identify and remove pain points for customers and other stakeholders.
Results
Inefficient call center processes were eliminated to improve wait times and first-call resolution. Over 5,000 employees attended sessions to help them better understand patient needs and how to become more patient-centric.
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