Medical Information and Communications Conference

In this year’s Hackathon, we will focus on “the ideal customer experience in Medical Information”.

Why is this important? We’re in a time of unprecedented change and MI needs to adapt quickly to fast changing environmental, behavioural and consumer trends, such as:

• the demand for virtual communications from digital natives, who want easy access to digital content.

• the patient’s expectations for high quality, accessible content, together with the rise of patient experts and influencers.

• the new technologies and tools, like artificial intelligence and chatbots, that are modernising our omnichannel offerings.

You will be able to experience a lively workshop that will deal with two aspects:

At first (part 1, day 1), we will have a look at our different customer groups and define different “personas”. Personas illustrate typical representatives of a target group and help to make assumptions about customers’ needs, journey and whishes). In addition, we will focus on 1-3 common questions these personas could ask – exploiting the rich expertise of the participants.

As a second step (part 2, day 3), we plan to will build on these personas and evaluate the different ways of delivering the customer journey that best addresses costumers’ enquiries. This is meant to be a holistic approach, since we would include and assess various hypothesis, including the entire channel portfolio (phone, chat, web, bot,…) in- and outside of our MedInfo departments, and also include alternative ways to avoid the questions raised by providing them in different ways.

To conclude the Hackathon, each group will make a brief presentation of their conclusions. All documents will be shared after the Conference.