i move pixels Chris Devine

Humatrope Workshop

A one-day workshop to find out what an ideal patient-support hub looks like, and how far Humatrope's was from it.

Year
2019
Client
Lilly
Shown
Photos of the workshop artifacts

The situation

There are many growth hormone therapy options and they’re all basically the same; what differentiates them is service. Humatrope DirectConnect, the patient support hub, wasn’t looked on as favorably as competitors’ for its service. Improvements were made every year from advisor feedback, but there were opportunities, large and small, to do better for both the growth hormone coordinators and the patients.

What we set out to do

Understand what the ideal experience with a hub would be, and generate solutions that move HDC toward it.

How it went

We gathered in Denver with the Humatrope team, their trusted advisors, and the growth hormone coordinators, the people who use the hub.

Before the day, attendees got small notebooks to gather stories about getting a patient onto therapy: the process, the hubs and portals, good and bad experiences. That gave us the user’s view of the process before anyone was in a room.

Exercise one: we built a map of the existing hub workflow together, the foundation for the day.

Exercise two: we marked where other manufacturers were winning the coordinators over and what “good” looked like to them, then the steps where HDC was frustrating, and turned those into opportunities.

Exercise three: collage tiles of an ideal hub experience, to generate ideas that went onto worksheets.

To close, we took the moments of inspiration, clarity, and frustration and turned them into ideas we could record, rate, and refine, grading each on relevance, value, and feasibility.

What came out of it

Twenty-nine actionable ideas Humatrope could implement over the following years to make the hub a best-in-class experience.

Hands placing cards on a long table, building a map of the hub workflow
Exercise one: the existing hub workflow, built on the table one step at a time.
Table tent cards on the workflow map with handwritten notes
Exercise two: where other manufacturers win the coordinators over, and where HDC frustrates them, marked on the map.
Collage tiles of an ideal hub next to handwritten idea worksheets
Exercise three: collage tiles of an ideal hub, and the idea worksheets they fed.
A wall of sticky notes with handwritten ideas
Ideas on the wall at the end of the day, before grading.
A scoring sheet with each idea rated for relevance, value and feasibility
Each idea graded on relevance, value, and feasibility.
Four idea pages: digital progress tracker, team roster, proactive customer relationship management, case manager coaching
Four of the twenty-nine ideas as handed over, from a digital progress tracker to case manager coaching.
A collage of the workshop venue: the building, the room, a mounted moose head
The workshop venue.