Shift to consumer-first mindset is highest priority for digital pharma products going into 2023

The new report from Graphite Digital – Overcoming Contradictions – reveals that moving to a consumer-first mindset when it comes to digital products is the highest priority for pharma leaders over the next two years.

To deliver customer-first products, pharma companies must understand the customers for whom they are delivering – but only a quarter (27%) say they are always conducting user research – leaving them ‘designing in the dark’.

As a result, nearly one in five (18%) pharma leaders admit that their digital product launches often do not deliver the expected results. Meanwhile, nearly a quarter (23%) admit they do not know how successful their digital products launches are because they do not measure them.

Graphite Digital’s CEO Rob Verheul said: “Peoples’ expectations of digital services and products are increasing, driven by those big tech firms, so following their lead towards a customer-focused mindset and building products that meet their needs will be critical to the sector’s success.

“Data collection and analysis is essential for the success of a digital product – from understanding the customer or end-user to identifying areas for improvement or measuring success. Getting it right when it comes to data is critical for generating that all-important customer-first mindset and delivering effective digital products that meet the needs of users.”

Graphite Digital collaborates with healthcare and pharmaceutical organisations to create innovative digital patient and HCP experiences through research, strategy and customer-centric design.

Download the Overcoming Contradictions white paper at

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