Designing a Specialty Pharmacy Service Experience

Documenting the journey of specialty pharmacy patients and identifying ways to improve the member experience by leveraging digital and phone channels. Conducted primary research with patients to understand their attitudes, motivations, and experiences, identify current pain points, and unearth potential opportunities for enhanced interactions. Developed strategy to unburden member when dealing with the complexities of the health system and the various players of the ecosystem in the context of specialty pharmacy.