Focused on taking AmerisourceBergen’s logistics operations to new digital frontiers, and enabling customer-centricity.
As a passionate Senior Design Lead, I had the privilege of leading a talented team of designers and researchers in helping AmerisourceBergen, a visionary pharmaceutical logistics company, achieve their noble mission of reducing drug costs and improving patient outcomes. Through our partnership, we not only helped AmerisourceBergen achieve their goals but also advanced the development and delivery of healthcare products via a brand new CRM built in Salesforce.
Our research methodology informed the outcome.
Building a product centered around customer experience starts with talking to customers. My team recognized the critical importance of gaining insights from users, and so we partnered closely with stakeholders to creating a plan.
Collaboration & iteration was key to our success.
Digital transformation often means trying new things and doing it quickly, which can be challenging for a risk-averse workforce. At AmerisourceBergen, this challenge was compounded by the fact that the company had acquired both large and small entities, each with their own unique systems and processes. The result was an unwieldy and disconnected CRM experience that was difficult to manage and optimize.
To address these challenges, we knew that we needed to implement design and development practices that allowed for quickly prototyping new patterns and ways of working while simultaneously improving and refining the design elements that didn’t work. Our team worked closely with stakeholders to identify pain points and opportunities, and then used agile methodologies and rapid prototyping to test and iterate solutions.
By working collaboratively with all stakeholders, we were able to design a CRM experience that was streamlined, intuitive, and more closely aligned with the needs of users. Through this process, we were able to improve customer satisfaction and increase the efficiency of internal teams, ultimately driving better business outcomes.
“He enabled us to produce excellent results; you would be fortunate to have him as a team lead.”
The research and recommendations my team delivered to inform future business decisions.
The report was received with enthusiasm by stakeholders and was instrumental in securing their support for moving forward with the new CRM implementation project. Thanks to our team's dedication, strategic thinking, and expertise, we were able to deliver a compelling research readout report that helped drive positive change for AmerisourceBergen.
Results proved efficiency and better patient outcomes via AmerisourceBergen's design-led transformation.
By transforming their cumbersome, siloed ways of working into nimble, customer experience-driven teams, we were able to enhance their agility, connectivity, and customer-centricity. Through this partnership, we not only helped AmerisourceBergen achieve their goals but also advanced the development and delivery of healthcare products. Our team worked tirelessly to improve their supply chain, reduce inefficiencies, and enhance the overall customer experience. It was an exciting and rewarding experience to be part of this transformational journey.