Designing a human-centered service for a pharmaceutical leader
MY ROLE
I was recruited to stand up a new service and experience design center and as part of that initiative I recruited and managed a team of service designers and evangelized the value of service throughout the organization. My team partnered with a broad array of strategists, analysts, and business management consultants.
This is a case study for a project I framed, planned, and led for the client AstraZeneca.
ACTIVITIES
Employee experience design
Service design
Human-centered design
Design workshops
Qualitative research
Co-created experience maps
Co-created archetypes / empathy maps
Employee in-person ideation workshops
Journey maps
Service blueprints
Ecosystem maps with value exchanges
Data analysis
Ideation workshops
New service model prototypes
Stress test new experiences
Role play ideation & testing
Experience Guide development
OUTCOME
Outputs include a comprehensive Experience Guide specifying a new end-to-end experience and organizational design to support the new experience.
This project included multiple discovery and generative workshop sessions with stakeholders at the ZS Creative & Design studio in NYC.
