CRA’s client, a multinational healthcare company, aimed to develop a site-readiness playbook to support launch planning for an investigational gene transfer therapy and ensure optimal customer experience.
CRA approach
- CRA worked with the client to develop a preliminary patient and product journey for an investigational gene transfer therapy
- Market research with KOLs, pharmacists, and nurse practitioners in target treatment centers to validate patient journey and identify pain points
- Development of a site-readiness playbook with checklists and guides to facilitate implementation to ensure treatment centers are prepared for product launch and customer experience is optimized
Client impact
- Identification of treatment journey and anticipated unmet needs
- Solutions and implementation guidance to improve customer experience
- Recommendations on country-level activity planning
- A playbook for consistent and efficient implementation was created