Designing a global patient support program blueprint Image 1

Designing a global patient support program blueprint

Problem : how to ensure local success of a corporate-level patient solution initiative

Our client is a key decision maker in the global patient centricity team of a top-10 pharmaceutical company. In 2017, our client decided to take the next step in improving patient-centricity by identifying solution-related strategic opportunities. The ambition was to design and develop an innovative, integrated, beyond-the-pill solution for patients and healthcare professionals, and to assist affiliates world-wide with the implementation. To ensure success, our team was asked to support the client in identifying these solution-related strategic opportunities, with attention to the global team’s role and responsibility both towards the affi liates and in building the foundations of a global program.

Solution : A step-by-step approach based on co-construction and on-going communication

Together with the client, we followed a three-step approach to ensure project success. First, we put together a project team comprising several affi liates that would act as pilot partners and early adopters of the solution. Next, we held several workshops to align collectively on the strategic ambitions for the patient program and create a strong foundation for the project. Finally, we mapped the solution design in detail using various frameworks, including Observia’s 4-pillar methodology, to accurately refl ect the patient journey, incorporating both a medical and personal perspective.
The final blueprint included, notably:

  • Personalized content strategy
  • Monitoring strategy (at both local and global levels)
  • Local deployment strategy
  • Program initiation strategy



I had the pleasure to lead the project, supported by Observia’s consultant team, and I noticed two major hurdles that needed to be carefully managed and overcome: the need for on-going communication and alignment between the different stakeholders - global team, local affiliates, third party partners, and the need to design the project at two levels (global and local) with associated objectives, KPIs and metrics. It was all about building a common path while addressing various stakeholders’ priorities. A fascinating challenge!
Guillaume Hubert
Managing Director EMEA, at Observia


Internal strategic alignement
Involvement of affiliates as pilot partners
Extensive communication
Clear KPIs and metrics
Observia's PSP design frameworks




After a few months of intensive exchanges and working sessions at both the global and local levels, the blueprint was completed and shared with affiliates. The team was then ready to move to the next phase: the development and implementation of the patient support solution in the pilot countries. This phase included some notable challenges: adapting the solution to the local environment, organizing the storage of the data, and preparing the launch and the promotion of the project nationally. Currently, all pilots have been successfully implemented and are up and running, enrolling new patients as you read this success story!


Download the success story


See also

Scientific communications

A multiple-cohort analysis of the SPUR 6/24 patient-reported adherence tool


Clinical Ink and Observia: Pioneering Personalized Patient Engagement in Clinical Trials


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