What This Project Is All About
This project is a specialist digital design partnership focused on healthcare and pharmaceutical organisations. It’s all about crafting innovative digital experiences for patients and healthcare professionals (HCPs) through a blend of user research, strategy, and customer-centric design. The team collaborates closely with clients to create meaningful digital journeys that truly resonate with users—whether they’re patients managing chronic conditions or healthcare providers seeking efficient tools. From improving access to vital health content to redesigning core apps, the project aims to bridge the gap between digital ambition and real-world impact.
The Main Benefit: Driving Digital Progress in Pharma
At its core, this initiative delivers measurable improvements in digital healthcare experiences. Some key figures and facts include:
- A B Corp score of 90.6, reflecting strong social and environmental performance.
- Partnership with NHS NW London to enhance the Know Diabetes site, helping patients with type 2 diabetes take proactive health actions.
- Creation of a new design system for a global pharma organisation, streamlining digital platforms across brands and markets.
- Redesign of Vhi Healthcare’s award-winning app, making health management easier and more engaging for members.
- In-depth user research with ultra-rare disease patients to tailor patient support programmes based on real lived experiences.
Innovative User Research at the Heart of the Project
User research isn’t just a checkbox here—it’s the foundation. By diving deep into the emotional needs and behaviours of patients and healthcare professionals, the project uncovers insights that turn into actionable solutions. This research-driven approach ensures that digital products don’t just look good but genuinely work for the people who rely on them. Whether it’s mapping patient journeys or testing new features, the focus remains on human-centred design that fosters trust and engagement.
Creating Consistent and Scalable Digital Ecosystems
One standout achievement is the development of a consistent digital ecosystem for a leading global pharma organisation. This involved building a unified design system that brings efficiency to internal teams and enhances user experiences across multiple brands and markets. The result? A scalable, cohesive digital presence that supports both healthcare professionals and patients, making it easier to navigate and access critical information.
Enhancing Patient Support Through Digital Innovation
Another key aspect is the focus on patient support programmes, especially for those with ultra-rare diseases. By conducting detailed user research, the project team mapped out patient journeys to better understand their unique challenges and needs. This insight guided the creation of tailored digital support tools that empower patients, improve communication, and ultimately enhance health outcomes. It’s about putting patients first—always.
Project Impact: Aligning with Sustainable Development Goals (SDGs)
- Good Health and Well-being (SDG 3): Improving health outcomes through better digital experiences.
- Industry, Innovation, and Infrastructure (SDG 9): Developing innovative digital health solutions and scalable design systems.
- Reduced Inequalities (SDG 10): Enhancing access to healthcare information for diverse patient communities.
- Partnerships for the Goals (SDG 17): Collaborating with healthcare organisations and pharma leaders to drive digital progress.
Latest Insights: Why Human Touch Still Matters in User Research
Despite all the tech advancements, this project highlights that user research still needs a human touch. First impressions really do matter—especially when it comes to onboarding users in digital health platforms. Getting that right can make or break engagement. Plus, with the European Accessibility Act 2025 on the horizon, there’s a big focus on making digital healthcare accessible to everyone. It’s a reminder that behind every screen is a person, and designing with empathy isn’t just nice—it’s necessary.
