I was initially tasked with assessing and improving the usability of websites being created by Boehringer Ingelheim. Soon after starting this I changed the role to be more focused on service transformation. This means helping the team understand what happens and who is involved in the patient journey for those with chronic respiratory illnesses. This includes patients, nurses, doctors, pharmacists, carers and others. Together we looked at all the stages of a patient journey, asses what type of support is needed when and create services that help meet those needs. We delivered patient centric initiatives that helped people and the business in delivering services for those with chronic respiratory diseases. Unfortunately, due to contractual obligations I cannot write about them here.
I also coached them how to make new services collaboratively in a way that places users at the centre of their design process to drive big change. This has involved training over 200 of their internal team on how to implement user centred design techniques when they are designing services.