Problem Statement

A leading pharmaceutical company faced escalating operational challenges with their key hospital network clients. What began as isolated pricing discrepancies revealed itself as part of a broader pattern of systemic inefficiencies. The situation exposed interconnected vulnerabilities across contract management, billing systems, automation protocols, and dispute resolution frameworks.

Under my leadership, our service design initiative crafted the organization's first comprehensive end-to-end blueprint of their current state operations. This systematic investigation uncovered previously hidden operational dependencies and system bottlenecks. The resulting transformation roadmap delivered targeted solutions for workflow optimization, intelligent automation, and enhanced client communication channels.

Key Activities

In-depth domain analysis and user research to establish foundational insights into operational pain points and client relationship dynamics

1. Strategic stakeholder engagement through executive interviews, resulting in vision alignment and gap identification across multiple business units

2. Critical analysis of complex workflows, identifying redundancies and opportunities for streamlined processes that could drive operational efficiency

3. Facilitation of collaborative design-thinking workshops with subject matter experts and senior leadership, fostering innovative solution development and stakeholder buy-in

4. Development of detailed service blueprints mapping both current operations and future state vision, creating unprecedented visibility into system-wide dependencies

5. Executive-level presentations that secured leadership support for the transformation roadmap, effectively communicating both challenges and opportunities

Outcomes

As the experience workstream lead within a comprehensive digital transformation program, our service design initiative delivered critical insights and frameworks for organizational change. The blueprint and roadmap became cornerstone tools for executive decision-making, driving alignment between technical implementation and user experience priorities. The work established a shared understanding of operational excellence across business units, technology partners, and customers - ensuring the broader digital transformation would deliver meaningful value to all stakeholders.