Embracing The Patient Experience Gap
– Matt Pensinger SVP, Managing Director Jack Morton Worldwide 19 June 2015

Hello Matt Pensinger SVP, Managing
Director Chicago

Sure, scientific possibility is evolving
quicker than ever before… …but many parts of the healthcare system are stuck in the dark ages.  Inaccurate information  Limited patient histories  Physician access challenges  Insurance / Reimbursement hurdles

AND SOME INITIATIVES DESIGNED TO
HELP JUST MAKE IT WORSE. OF THE

AWARENESS PATIENT JOURNEY PRESENTATION &
DIAGNOSIS TREATMENT SELECTION THERAPY SELECTION & ACCESS COMPLIANCE & SWITCHING OUTCOME

AWARENESS PATIENT JOURNEY GAPS PRESENTATION
& DIAGNOSIS TREATMENT SELECTION THERAPY SELECTION & ACCESS COMPLIANCE & SWITCHING OUTCOME

76%of patients think pharmaceutical companies
have a responsibility to provide information and services that help patients manage their own health. Accenture Life Sciences, Great Expectations, U.S. patient research, 2013

And, the industry has responded

But…

20%of patients are aware of
the services available to them. Accenture Life Sciences, Patient Services – Pharma’s Best Kept Secret, Global study, 2015 LESS THAN

SO, WHY THE
DIS
CONNECT?

The approach to Patient Journeys
is flawed  Built from physicians’ perspectives  Too linear  Too narrow  Too simple – fails to integrate all stakeholders  Too limited – misses opportunities beyond adherence

OUR TAKE:
FORGET
THE PILL

We believe that the experience
is the therapy.

Add value – Build around
the user – Craft communities – Be human – Brand experience principles for healthcare

Add
value

NYU Langone Medical Center palm
scanner

Pill Pack
Pharmacy

Build
around
the user

AbbVie
Humira
Talking
Training
Pen

Craft
communities

Lilly
Diabetes
T1
Everyday
Magic

Be
human

Novartis
MS
Living
Like You

Brands ≠ Products Brands =
Experiences

Experiences =
Better patient outcomes

How we can close the
gap 1. Add value 2. Build around the user 3. Craft communities 4. Be human

Talk to us – Contact
Peter Sun VP, Brand Marketing Peter_Sun@jackmorton.com +1.212.401.7015 Read our blog at jackmorton.com/blog Follow us on twitter @jackmorton Visit us online at jackmorton.com About Jack Morton We’re a global brand experience agency. We generate breakthrough ideas, connecting brands and people through experiences that transform business. Our portfolio of award-winning work spans 75 years across event marketing, sponsorship marketing, promotion and activation, experience strategy, employee engagement, digital, social, and mobile. Ranked at the top of our field, Jack Morton is part of the Interpublic Group of Companies, Inc. (NYSE: IPG). More information is available at: www.jackmorton.com or @jackmorton © Jack Morton Worldwide 2015