Customer Experience

The “us vs them” narrative between those in commercial roles and their colleagues in regulatory compliance is longstanding within the world of healthcare and pharma. When it comes to digital products or services, it’s no different.  Product teams can feel constricted and frustrated by regulatory requirements — as if the end result will be a compromise that won’t live up to expectations. Regulatory teams can feel like they’re not being listened to or have been left out of the decision-making process.  Strict compliance guidelines are a fact of the sector we work in, and rightly so. Rather than constantly fighting against them, put processes and ways of working in place to break down the “us vs them” mentality, involving regulatory teams as early as possible in the product development process to enhance understanding and buy-in. 

Across the pharma and health sectors, the past two years have seen an urgent need to ‘get things online’ to ensure business continuity as we all adapt to new ways of working. Many organisations launched digital ‘quick fixes’, squeezing years' worth of digital transformation into months or weeks. Whilst the speed at which teams reacted was impressive, key considerations around the longevity of these new digital tools — and how they would meet both audience and business needs — were often overlooked. Here are our 5 tips on how you can transform your short-term fixes into viable long-term digital solutions that will resonate with your audiences, and improve business efficiency in the process.