Woman working at call center with Novartis dashboard screens

Evolving the data-driven journey to better health for patients

Novartis, a global life sciences firm, came to Modus with an ambitious goal to better meet the needs of patients across therapeutic areas through a new enterprise patient support program — an ecosystem of cloud-based services that empower patients with education, access to medications, reimbursement support, and personalized resources. The global pharmaceutical company set out to streamline its sprawling network of more than 330 patient support programs across 15 countries to a unified, in-house platform that would allow for brand-level customization. Modus led world-class research, UX, UI, and process management for the development of patient websites and a custom Salesforce interface and reporting dashboard — for both a U.S.-only version and a global version. Throughout this partnership, Modus centered the human experience — for patients and their families, providers, support agents, payers, and others in the care continuum.

IVR & Text-based Experiences
Program Enrollment Sites
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

The Ask: One global, aligned patient support program

Recognizing that patients increasingly expect consumer-like experiences, Novartis wanted a modern patient support program to improve patient engagement and give their brands a competitive advantage. To achieve this goal, Novartis would need to transform its legacy IT systems and overcome informational and operational silos. By unifying its patient support programs, Novartis could fully own its first-party data, have more visibility into patient insights, and drive more impactful interventions.

Our Solution: A human-centered patient and provider journey

Modus’ UX/UI and research teams embedded with Novartis on a multi-year roadmap to lead the company through an iterative approach to building the new system rooted in user research and omnichannel patient journey mapping. At the same time, we guided their transition to a best-in-class technology architecture by leading the design and development of an industry-leading, customized Salesforce customer support platform that optimized both the patient and provider experiences.

The teams interviewed patients and support agents from around the globe in multiple languages to determine which features and functionalities needed to be included in the first phase of the consolidated platform, OnePSP. We helped map patient and provider “jobs to be done” to identify specific areas where Novartis could reduce friction and guide patients to make better decisions. We also led usability testing of MVP websites and product feature proofs of concept to ensure usability and accessibility for patients, providers, and support staff.

Modus completed this work alongside another major work stream, an enterprise design system that allows Novartis to quickly scale design and development across its digital ecosystem while allowing the right amount of customization at the brand level.

Novartis Dashboards in phone and tablet screens

The Result: Meet more patient needs, faster

With a modern, single support platform, Novartis can better ensure that patients can get information, fill prescriptions, and apply for benefits more quickly and efficiently. Teams now have a central hub of first-party data, globally harmonized and integrated with Novartis systems to drive patient insights. This data powers initiatives such as AI applications and personalized notifications. Initial results of the OnePSP platform have exceeded expectations, driving remarkable improvements in patient growth, support services satisfaction, and efficiency. Modus supported the global implementation of OnePSP as part of Novartis’ ongoing transformation.