Woman working at call center with Novartis dashboard screens

Simplifying the journey to better health for patients and providers

As a sprawling pharmaceutical company, Novartis needs design expertise as deep as its business is wide. They hired Modus to support world-class research, UX, UI and process management across three main workstreams: a scalable enterprise design system, a deep dive into patient journeys that shaped a custom salesforce interface and reporting dashboard for support reps, and the application of that interface in countries around the world.

  • Site & Text-Based Enrollment Experiences
  • IVR Experiences
  • Call Center Case Management Tools 
  • Call Center Performance Dashboards
  • Physician & Partner Portals
  • User Research & Validation
  • Personas & Journey Maps
  • Workflow Analysis & Optimization
  • Process Consulting
  • MLR Submission Support
  • ADA Compliance
Novartis dashboard screens
Laptop with Novartis dashboard screen
Novartis dashboards with headphones and iPhone
Novartis dashboard screens
Novartis OnePSP dashboard with iPhone screens
Novartis screens
Woman working at call center looking at Novartis dashboard

We identified key experiences in the agent, patient, and physician journeys that enabled us to design intuitive call center interfaces and customer enrollment portals that delighted all parties while leading to measurable efficiencies.

Tom Foley / VP, Experience Design / Modus

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