Novo Nordisk is a global healthcare company headquartered in Denmark who provide products to treat a range of conditions across diabetes, haemophilia, growth disorders and obesity. Employing 43,200 people in 80 countries, Novo Nordisk markets its products to more than 170 countries.
Novo Nordisk sought to create a patient-centric program to communicate and motivate employees and all stakeholders around their mission to change diabetes and to differentiate ‘beyond the drug.’
Strativity was engaged to conduct Journey Mapping and Innovation workshops. These workshops helped to identify key Moments of Truth and design the desired future state. A comprehensive quantitative study was conducted among patients, including the competitive set, resulting in a perception map by brand. Employees participated in education sessions to better understand patient centricity as well as their impact on the organisation. Additionally, Strativity conducted a Call Centre Assessment to identify and remove pain points for customers and other stakeholders. Inefficient call center processes were eliminated to improve wait times and endeavour to achieve first-call resolution. Over 5,000 employees attended sessions to help them better understand patient needs and how to become more patient-centric.
Novo Nordisk now have a detailed and optimally sequenced program of work including experience enhancement and engagement tactics, together with a value-based model identifying where to focus for optimal gain.