Humatrope Workshop
There are many growth hormone therapy options and they’re all basically the same—what differentiates them is service. Humatrope DirectConnect (HDC), Humatrope’s patient support service hub, is not looked upon as favorably as some competitors for its service. Though improvements are made every year based on advisor feedback, there are opportunities, both large and small, to improve the service that HDC provides to both growth hormone coordinators and patients.
We wanted to understand what the ideal experience with a hub would be, and generate innovative solutions to improve HDC so that it begins to align more closely to an ideal hub. We gathered in Denver, Co for a workshop with the Humatrope team, their trusted advisors, and the Human Growth Coodinators (HGCs), aka the users of the hub, to understand their frustrations and successes.
Before the workshop, the attendees were sent small notebooks to gather stories about their experiences in getting a patient on therapy. They were asked to answer questions about the growth hormone process and the different hubs or patient portals, and to recall both good and bad patient experiences.
The information collected helped our team get an idea of how the process worked from the user’s perspective and what areas of the process we might want to pay special attention to during the workshop.
Exercise 1
To start the day we collaboratively built a map of the existing workflow of their support service/hub when starting a patient on growth hormone therapy. This map provided a solid foundation to start from and will be used throughout the day.
Exercise 2
Next we highlighted the steps of the process where other manufacturers are winning the HGCs over, and gathered insight into what “good” looks like from their perspective. After that we focused on the steps of the process that are particularly frustrating when working with Humatrope DirectConnect, and identified opportunities for HDC to improve.
Exercise 3
To inspire the last step we created collage tiles that represented an ideal experience with a hub. This helped generate actionable that we then could place into worksheets meant to help guide the structure of anything and everything we came up with.
Lastly, we looked back at our day and took the moments of inspiration, clarity, and frustration and turned those into actionable ideas that we could record, rate, and refine into the most valuable ideas. We shared the best ideas together as a group and thought about the impact these ideas will have on the Growth Hormone Coordinators and their patients. We graded each of the ideas on their relevance, value, and feasibility.
At the end of this workshop Humatrope received 29 actionable ideas that they could implement over the next few years to make their hub a best-in-class experience.
