In this new edition, our experts will expose their winning strategies to shape the informed the patient journey through empathetic and compassionate experiences to succeed their healthcare digital transformation. In emerging marketing and Asia Pacific, across very diverse healthcare environments, learn how to bridge the care gap in putting the patient at the centre of your digital transformation and shift to outcome based models

1. What’s Next:
Powered by
The Future of Healthcare

2. Welcome
PIERRE ROBINET
Senior Partner
Ogilvy Consulting
DAYOÁN DAUMONT
PARTNER
OGILVY CONSULTING

3. Tell us
where you
are dialing
in from!
What’s the weather
like in your city?

4. Where to
find this
discussion?
It will be available for download
shortly after the webinar on:
slideshare.net/socialogilvy
And the recording up on
facebook.com/OgilvyConsulting

5. What’s Next:
Powered by
The Future
of Healthcare
Shaping the informed patient journey through empathetic experiences and succeeding in
your healthcare digital transformation

6. PATIENTS
NEED TO BE
AT THE CORE
FOR SUCCESSFUL
DIGITAL
TRANSFORMATION

7. ASIA IS
EXTREMELY
DIVERSE IN
HEALTHCARE
NO 2 COUNTRIES
HAVE THE
SAME MODEL

8. HEALTHCARE
OPPORTUNITIES
IN ASIA
BOOMING EMERGING
MIDDLE CLASS INCREASE IN AGEING
POPULATION
RISE IN
CHRONIC DISEASES

9. HEALTHCARE
CHALLENGES
ACROSS ASIA
GROWING
AFFORDABILITY GAP
HYPER-ACCESS TO
INFORMATION

10. Compassionate
and empathetic
experiences matter
Making
data human
Embracing
retailisation and
consumerization
Tackling the
affordability
challenge
01 02
03 04
4 WINNING
STRATEGIES

11. The secret of care of the patient, is
in caring for the patient
FRANCIS PEABODY
“ “

12. COMPASSIONATE
AND EMPATHETIC
CARE
EXPERIENCES
MATTER
01
ONLINE COMMUNITIES
DRIVING POSITIVE
EXPERIENCES
MIGRAINE BUDDY
DESIGNING WELL
THOUGHT-OUT AND
HOLISTIC PROGRAMS
AIA VITALITY PROGRAM
EQUIPPING CAREGIVERS WITH THE
RIGHT TOOLS TO PROVIDE CARE
NOVO-NORDISK’S SMART INSULIN PENS

13. CO-CREATING
WELL THOUGHT
OUT AND HOLISTIC
PROGRAMS
FOR HEALTHCARE
ORGANIZATIONS
IN APAC
THROUGH
PARTNERSHIPS

15. SUPPORTING
LOCAL TEAMS
IN DESIGNING NEW
PATIENT -
PHYSICIAN
EXPERIENCES
How to design advanced Patient to
Doctors platforms to foster
communication and treatment
adherence?
• 3 different physician challenges and
therapies for India, Indonesia and
Vietnam
• Secondary Research of all available
materials
• Key Interviews with Internal
Stakeholders and KOLs
• Mapping of physician barriers and
development of physician Personas
• Design Thinking Workshop with
regional and country teams
• Development of 3 low fidelity
prototypes in agile manner
• Development of 1 Minimal Viable
Product with Pilot Testing in Indonesian
Hospital Environment

16. How to design advanced Patient to
Doctors platforms to foster
communication and treatment
adherence?
SUPPORTING
LOCAL TEAMS
IN DESIGNING NEW
PATIENT -
PHYSICIAN
EXPERIENCES
UNDERSTANDING PHYSICIAN
CHALLENGES
By analyzing secondary research and conducting
key interviews with internal teams and key
doctors across 3 markets, the key physician
challenges and problem statements were
identified.
1
23 DESIGN THINKING PROCESS
During the workshop, teams built Physician
Personas to realize deeper insights of them.
Leveraging Design Thinking techniques and
getting inspired by latest trends and
inspirations around the world, teams started
ideating, filtering, solutioning, sketching and,
finally, pitching their solutions and patient
experiences
BRINGING IDEAS TO LIFE
By participating in the workshop,
Ogilvy’s customer and user
experience team , helped build low
fidelity prototypes of the 3 markets
markets in an agile manner, within 5
days.
IDENTIFYING KEY
PHYSICIAN BARRIERS
AND SOLVING WITH
DESIGN THINKING
MARKET TESTING
A minimal viable product for one
market is currently being
developed and tested. In order
to help physicians overcome the
challenges, new behavioral
science techniques and
interventions are implemented in
the model.
4

17. EMOTIONS
COGNITIVE
BIASES
PSYCHOLOGICAL
CUES
BEHAVIOURS
HEART RATE
BLOOD PRESSURE
GAIT
SIGNAL DATA
(e.g. ECG, EEG)
BLOOD
GLUCOSE
CHOLESTEROL

18. MAKING
DATA HUMAN
02
BRINGING BEHAVIORAL SCIENCE
TO OPERATIONAL MODELS
HOW MSD IS MAPPING VACCINE GROWTH
OPPORTUNITY USING COGNITIVE BIAS
DEMOCRATISING DATA AND
EMPOWERING STAKEHOLDERS
HOW PFIZER IS ENABLING EMPLOYEES ACROSS
DIVISIONS TO COLLABORATE
MANAGING CONSENTS
USING FRAMEWORKS
HOW BLOCKCHAIN TECHNOLOGY
CAN PROTECT PATIENT CONFIDENTIALITY

20. EMBRACING
RETAILISATION
AND
CONSUMERISATION
03
24/7 AVAILABILITY
OF SERVICES
HOW PAM AT MOUNT E IS IMPROVING
HCP-PATIENT EXPERIENCE
ENHANCED OMNI-CHANNEL
STRATEGIES
HOW GRAB AND WHITE-COAT ARE REMOVING
FUSS FOR PATIENTS

22. Humanity’s greatest advances are not in
its discoveries but in how those discoveries
are applied to reduce inequity.
Whether through democracy, strong public
education, quality health care, or broad
economic opportunity, reducing inequity
is the highest human achievement
BILL GATES
“
“

23. TACKLING THE
AFFORDABILITY
CHALLENGE
04
RE-IMAGINING THE
INSURANCE MODEL
SPECIFIC OUT-COME BASED MODELS FOR
BREAST CANCER THERAPY IN CHINA
COMING TOGETHER TO LOWER
TREATMENT COSTS
ERIS LIFESCIENCES AND MEDTRONIC COLLABORATING TO
LOWER BLOOD GLUCOSE MONITORING COSTS IN IINDIA
STAGGERED PAYMENTS
AND LOAN SOLUTIONS
PROVIDE CREDIT SOLUTION COUPLED
WITH ACCESS OF SERVICE PROVIDERS
IN INDONESIA

24. 01 Awareness
02 Consideration
03 Decision
04 Post Visit
Thao finds the right doctor
and clinic, schedules an
appointment and has a
consultation with the
doctor
Thao receives a reminder for her
next visit. She is empowered to stay
connected with her doctor and she
shares her experience on social
media
Thao decides to get the
treatement. She becomes
aware of the financial solutions
available
Thao needs to
understand more about
the disease
A CONTINUOUS CHALLENGE ALONG THE CONSUMER JOURNEY
TO TACKLE BOTH THE WILLINGNESS AND AFFORDABILITY TO PAY

25. 01 Awareness
02 Consideration
03 Decision
04 Post Visit
Thao finds the right doctor
and clinic, schedules an
appointment and has a
consultation with the
doctor
Thao receives a reminder for her
next visit. She is empowered to stay
connected with her doctor and she
shares her experience on social
media
Thao decides to get the
treatement. She becomes
aware of the financial solutions
available
Thao needs to
understand more about
the disease
A CONTINUOUS CHALLENGE ALONG THE CONSUMER JOURNEY
TO TACKLE BOTH THE WILLINGNESS AND AFFORDABILITY TO PAY
Identify coalition partners ,
easy to use toolkits for
hospitals or clinics, or
awareness campaigns to
push content to patients
1 Identify how to facilitate the
access to the treatment and
follow-up services
2
Identify different options
to propose the financial
solutions to patients
3

26. FROM IDEA TO
IMPLEMENTATION
How to tackle the affordability challenge
the emerging middle class is facing in
ASIA ?
• Multiple market assessment
• Local external / internal interviews
• Custom assessment model / grid
• Collective alignment workshop
• Weightage strategy to prioritize
• Measurement and KPIs setting for
monitoring
INNOVATION WORKHOP
Working together with the regional and
local teams, we leveraged collective
intelligence to implement across the
region their new vaccine strategy
BLUE
PRINT
1
2
3 EXPERIENCE DESIGN
By proactively identifying a financial service as a
third-party provider and working together with
our in-house UX and CX specialists, we helped
to create an end-to-end solution to connect
physician and patient along their journey
MEASUREMENT &
ANALYTICS
Going back to the business priorities, we
set in place measurable KPIs and
tracking mechanisms to continuously
analyze the program progress
CONTINUOUS
BEHAVIOUR
CHANGE

27. WRAP OF
WINNING
STRATEGIES
Compassionate
and empathetic
experiences matter
Making
data human
Embracing
retailisation and
consumerization
01 02
03 04 Tackling the
affordability
challenge

28. Questions?

29. Where to
find this
discussion?
It will be available for download
shortly after the webinar on:
slideshare.net/socialogilvy
And the recording up on
facebook.com/OgilvyConsulting

30. Thank you.