User Experience Research Advancing GSKPro through customer research
Contents 1.
Our Approach .............................. 1 - 7 The goal What we did
2.
Doctor ............................................. 8 - 21 Meet Sarah, the general practitioner Persona Profile How the GSKPro site may better deliver for a doctor...
3.
Nurse .............................................. 22 - 33 Meet Bea, the nurse practitioner Persona Profile How the GSKPro site may better deliver for a nurse...
4.
Pharmacist ................................... 34 - 45 Meet Alan, the medicine dispenser Persona Profile How the GSKPro site may better deliver for a pharmacist...
5.
Wrap Up ......................................... 46 - 54 What we’ll do next Bibliography
User research | Our approach | The goal
The goal
Improve & optimise the GSKPro site through user experience research
User research | Our approach | What we did
What we did
A combination of product prototyping, user testing, research & persona workshopping
01. User journey mapping for 3 primary personas
02. Running several rounds of user testing for first-hand insights
03. Using articles and journals to build out broader customer research pieces
2
User research | Our approach | What we did
Spotlight on:
Product Prototyping We created a set of new look product pages for both desktop & mobile using InVision. These prototypes were analysed in real time by HCPs at a healthcare conference event. We will use the valuable insights we gathered to run a programme of continual optimisation.
3
User research | Our approach | What we did
Spotlight on:
User Testing The design lab conducted a series of 10 interviews with UK HCPs at the healthcare conference. First, we asked them general questions around their challenges and responsibilities at work, followed by a focused analysis of the product prototype in question.
TESTERS
DEMOGRAPHIC
9 Doctors 1 Nurse
Mix of ages Differing familiarity with digital products Multitude of specialist areas (GP, A&E, dermatology eg.) in many regions across the UK
DEVICES
6 mobile tests 4 desktop tests
4
User research | Our approach | What we did
Spotlight on:
User Testing Thanks to the user testing, we have gained a clearer picture of the pain points, behaviours and priorities of healthcare professionals, as well as how we can harness each of these to inform our designs.
Where HCPs get their information BNF/NICE EMC MDCalc GP Update Slack RCGP Local Guidlines Pharma websites PEM infographics Podcasts Emis Healthcare Ask a GP App NHS Derm News 0
2
4
6
8
10
Common HCP challenges Patient Expectations 16.7%
Time Pressure 16.7%
Running Department 8.3% Workload 8.3%
Accessing Information Quickly 25%
Sticking to Guidelines 8.3% Multitasking 8.3%
Multitasking 8.3%
5
User research | Our approach | What we did
Spotlight on:
Research & Persona Workshopping Using a variety of tools such as Miro, a collaborative brainstorming platform, we’ve carried out the following research tasks:
User journey mapping for 3 key personas, to sketch out their primary tasks and where the GSKPro product can help in their completion
Persona workshopping for key profiles, to help bring the research to life
Using outcome-based innovation methodologies like the Jobs to be Done framework to further understand our personas.
6
Portrait of a Doctor Based on first-hand user testing interviews and research from reports and journals (see bibliography).
User research | Doctor | Meet Sarah, the general practitioner
“
You always need to fight for the drug that you think is right for the patient - they’re at the heart of everything I do Interview with A&E doctor, 2019 [1]
[1] User testing insight
9
User research | Doctor | Meet Sarah, the general practitioner
Meet Sarah, The general practitioner My day-to-day schedule is packed with 10-minute consultations in the practice, as well as seeing patients for the occasional home visit. My ability to keep several plates spinning at once is absolutely crucial to my success. Heavily involved in the business functions of the practice, I am my surgery’s research lead, and regularly attend talks organised by pharma companies to hear about new medications. [1] As the person a patient turns to for reliable advice, I’m constantly having to build my knowledge around an array of illnesses by reading articles on peer reviewed journals like BMC, to be able to prescribe effectively, taking into account physical, emotional and social factors. Above all, my priority is finding the best drug for my patient. [1] I spend an average of 4 hours per day on digital
K E Y AT T R I B U T E S
Multitasker Fast learner Researcher
devices [7] - conducting research, keeping abreast with changing guidelines and engaging with peers on social. [1] 10
[1] User testing insight, [7] Adobe Digital Insights, Pharma Marketing: Reaching Providers and Consumer Anywhere, Anytime (2017)
“
In a consultation, the patient is already talking to you - frustratingly, you don’t have time to listen, then read and speak Interview with GP, 2019 [1]
User research | Doctor | Persona profile
“
I’m seeing new guidelines come into our industry all the time, you can only do so much knowledge gathering Interview with A&E doctor, 2019 [1]
12
[1] User testing insight
Persona Profile Sarah, the general practitioner
My Goals
My Challenges
Effective caregiving - Provide an optimum level of care for patients from a variety of backgrounds.
Multiple barriers (time, regulatory, organisational) - Often prevent me from getting a certain drug accepted in the practice, or quickly reaching the exact information I need.
Maximise number of patients seen Make good use of the digital tools at my disposal to keep on schedule.
Patient expectations & knowledge levels - Their requests can’t always be fulfilled. It’s a question of aligning their priorities with my own, to co-evolve a plan of action.
My Needs
My Desires
A comprehensive decision support tool - With practical procurement steps & signposted guidelines.
Constant learning - Gain more actionable professional qualifications, using e-learning modules.
Access concise, shareable content That I can use myself, & offer to more inquisitive patients.
Put patient needs first - See patient outcomes improved successfully & get buy-in from my team when a new drug looks well-suited to them.
13
User research | Doctor | Persona profile
Sarah’s Key Jobs to be done As a doctor...
I want to...
So that...
During a 10-minute consultation with a patient...
be able to access succinct snippets of information about indication & dosage for patient & professional use
I can educate my patient in real time quickly, fluently and with ease, to meet their (high) expectations and achieve successful patient outcomes
When searching for a new drug to prescribe for my patient, between consultations...
know how the drug figures in official guidelines straight away
I don’t waste valuable time on unnecessary research for a drug that will not be appropriate in my area or practice
When trying to further my knowledge base...
have access to an effective & easy to use e-learning platform
I can gain more actionable knowledge that can help patients
Find out how the Jobs to be Done methodology is effective for more effective outcome-based design innovation here. Access our full JTBD matrix by contacting jon.x.warden@gsk.com
14
User research | Doctor | Persona profile
Channels & Platforms Channel
What is it?
What does Sarah use it for?
Key organiser of academic and public medical events.
Look up upcoming industry events and recent developments.
Pharmaceutical reference site informing about prescribing.
During consultations and between appointments.
Accessible summaries of medications and best practice guidance.
During consultations, to evaluate the effectiveness of a drug.
Social sharing platform favoured by medical KOLs.
Knowledge sharing with other HCPs.
GP-focused inventory of common ailments and corresponding treatments.
As a supplementary source of information for professional use.
The Royal Society of Medicine
British National Formulary
Clinical Knowledge Summaries
GP Notebook
15
How Might GPs Use GSKPro FE B R UARY
I visit GSKPro to research a drug that a GSK representative told me about at a regional healthcare conference.
FE B R UARY - MARCH
During a quick break between my consultations, I browse the site, hoping to find information about the primary benefits of a respiratory product a colleague told me about.
MARCH
I take notes on a drug that looks applicable to a patient of mine, having gleaned historical background from the patient case profile on GSKPro. I’m eventually ready to share my research in the practice.
APRIL - JUNE
I return to the site intermittently to make sure any knowledge gaps are filled, before eventually transferring information to senior staff for consideration.
16
User research | Doctor | Persona profile
“
I use pharma websites to look for the latest drugs, but I have to speak to quite a few people before any drug gets accepted Interview with doctor, 2019 [1]
[1] User testing insight
17
User research | Doctor | How the GSKPro site may better deliver for a GP...
Solutions
How the GSKPro site may better deliver for a GP... 1. Prominently list practicalities A GP’s time is precious and the amount of information they need retain extensive, thus signposting prescription cost and feasibility of a drug is crucial. This information could be placed alongside Cost.
Product listing page, desktop
18
2. Stagger information on key content pieces All of our usability tests found that HCPs struggle to read the current PDFs on mobile. The information they receive must be succinct and digestible.
Prescribing information, mobile
19
User research | Doctor | How the GSKPro site may better deliver for a GP...
3. Create a more contextualised patient case profile Giving information around a patient’s socio-economic & emotional status will allow a GP to make a sound assessment quicker. This should be offered above the fold.
Patient case profile, desktop
Patient case profile, mobile
20
4. Make it easy to download and share content Add sharing functionality alongside key documents, such as the ‘Download summary’, and place these documents prominently above the fold to raise awareness of GSKPro’s offering.
Product listing page, desktop
Product listing page, mobile
Note: For a full report of site GP-oriented suggestions, visit our user testing insights report.
21
Portrait of a Nurse Based on first-hand user testing interviews and research from reports and journals (see bibliography).
User research | Nurse | Meet Bea, the nurse practitioner
Meet Bea, The nurse practitioner Undertaking assessments for prescriptions, as well as managing ward rounds, case escalations and patient discharges are my main responsibilities at work. [1][12] A large part of my day is spent explaining to patients their diagnosis & making extensive plans in response. Patients tend to ask me more emotional things that they don’t feel comfortable consulting a doctor about. [12] Recognising the importance of comprehensive safety netting, I try to document a patient’s risk factors as thoroughly as possible, getting expert opinions in the process. [10] When working in various locations, I appreciate medical tools that are easy to use
K E Y AT T R I B U T E S
and that help me make key decisions. I don’t
Caregiver
know too much about the role
Organiser
pharmaceuticals play in the healthcare space,
Knowledge Seeker
aside from hearing about medical trials on journals and from others. [1]
[1] User testing insight, [10] HIMSS North America, Contemporary Nursing UX Issues & Proposed Solutions, [12] NCBI, Patient Safety & Quality: an Evidence-Based Handbook for Nurses (2008)
23
“
If patients don’t need a prescription, you need to know how to say that, using guidelines. People expect a quick fix. Interview with nurse, 2019 [1]
User research | Nurse | Persona profile
“
We really need to ask how long people have been suffering for and hear it from them directly - did a symptom come & go, and then come back for example? Interview with nurse, 2019 [1]
25
[1] User testing insight
User research | Nurse | Persona profile
Persona Profile Bea, the nurse practitioner
My Goals
My Challenges
Effective patient communication -
Keeping on top -Uunderstand
Deliver all the info a patient needs in a
interactions, side effects and allergens,
way they can understand. This helps to
to be able to reconsider diagnoses
ensure they stick to their treatment plan.
easily and quickly.
Accurate safety netting - Evaluate risk
Case questioning - Ask questions that
factors for all patients, in spite of a lack of
bring out the entirety of a patient’s
time & resource.
history, even if they seem to be withdrawn.
My Needs
My Desires
Single view of every patient - Create
Use handy apps - With instant features
a non-fragmented picture of
like live chat to get quick responses to
everybody under my care, and
queries on the go.
prioritise their cases according to severity.
Easy previews and sample ordering To make the best medication decision as
Colleague support - Communicate
part of a wider team.
regularly and effectively with other HCPs for treatment choice validation and therapeutic advice. 26
User research | Nurse | Persona profile
Bea’s Key Jobs to be done As a doctor...
I want to...
So that...
When communicating with patients under my care...
have at my disposal a host of shareable documents and educational resources on changing lifestyle choices for their health
I can educate my patient in real time quickly, fluently and with ease, to be confident that they'll finish their course of treatment
When exploring new drugs alongside prescribing professionals
learn from the experience of others in the same line of work
be assured that my choice comes with a degree of external validation & social proof
When browsing speculatively for new drugs on the market and in trials...
be automatically informed when something new comes up that suits a patient of mine
I am able to create tailored treatment plans with little effort
Find out how the Jobs to be Done methodology is effective for more effective outcome-based design innovation here. Access our full JTBD matrix by contacting jon.x.warden@gsk.com
27
Channels & Platforms Channel
National Health Services
Emis Health
MiMS Learning
British National Formulary
Clinical Knowledge Summaries
What is it?
What does Bea use it for?
Public information on conditions, symptoms and suggested treatments.
Recommends the site to patients who want to take control of their treatment.
Healthcare platform used in primary care, acute care and community pharmacy.
Used to view a patient’s electronic records.
Continuing Professional Development for primary HCPs.
Keep up to date with clinical best practice and suitable upcoming events.
Pharmaceutical reference site informing about prescribing.
When looking for alternatives to a medication in a patient’s treatment plan.
Accessible summaries of medications and best practice guidance.
When looking for alternatives to a medication in a patient’s treatment plan.
28
User research | Nurse | Persona profile
How Might Nurses Use GSKPro FE B R UARY
I learn about GSKPro from a colleague & navigate to the site.
FE B R UARY - MARCH
I use the filtering functionality to find a drug appropriate for a patient needing an alternative form of respiratory care, focusing on information provided around dosage & indication.
MARCH
After discussing the benefits of the drug with my supervisor, I figure out how exactly it may fit into my patient’s treatment cycle.
MARCH - JUNE
I gather all of the necessary information & share it with my supervisor, before waiting for it to be passed through the hospital.
29
User research | Nurse | How the GSKPro site may better deliver for a nurse...
Solutions
How the GSKPro site may better deliver for a nurse... 1. Smarter search functionality Introduce a ‘profiling’ experience above the fold, whereby the nurse clicks quickly on their patient’s symptoms, and drug suitability is automatically calculated.
Design Inspiration by Evan Goncalo, Dribble
30
2. Patient-oriented information As patient care is a nurse’s key priority, content they access must avoid marketing rhetoric, must be placed high above the fold, and be as patient-driven as possible.
Product listing page, desktop
Product listing page, mobile
31
User research | Nurse | How the GSKPro site may better deliver for a nurse...
3. Recommended drugs As a nurse needs to monitor several people simultaneously, a tool that automatically proposes GSKPro medicines according to their search history may enhance their experience. Suggested copy, ‘Based on your activity, we recommend looking at X drug’.
Patient case profile, desktop
Patient case profile, mobile
Note: For a full report of site nurse-oriented suggestions, visit our user testing insights report.
32
Portrait of a Pharmacist Based on research from reports & journals (see bibliography).
User research | Pharmacist | Meet Alan, the medicine dispenser
Meet Alan, The medicine dispenser Excellent organisation is the most important part of my job, as I’m constantly speaking to many distinct bodies to get my tasks done, from local prescribing surgeries, to couriers. [11] It’s a continual juggling act at work: replenishing the community pharmacy in good time, taking deliveries and liaising with local practices is a constant challenge. [9] Patients from vastly different backgrounds expect me to help them to understand how to take their various medicines. [1] Sometimes, I have to question a doctor’s choice of treatment for a patient with a complex history. This means that I have to be
K E Y AT T R I B U T E S
knowledgeable about the impact of
Educator
combining several medications, and
Manager
communicate this in a straightforward way. [10]
Evaluator
[1] User testing insight, [9] Deloitte, Electronic Health Records: Can the pain shift to value for physicians? (2018), [10] HIMSS North America, Contemporary Nursing UX Issues & Proposed Solutions, [11] Deloitte, The Future of Work in Healthcare (2018)
34
User research | Pharmacist | Persona profile
“
Things that doctors prescribe or that we hear about elsewhere are not always available to us! Interview with HCP, 2019
[1] User testing insight
36
User research | Pharmacist | Persona profile
Persona Profile Alan, the medicine dispenser
37
My Goals
My Challenges
Offer best customer service - Being
Sufficient knowledge - To confidently
responsive to their needs, & adaptable
counsel and instruct a patient, to avoid
to their unique situations.
harmful drug interactions.
Dispense medications effectively -
Maintain an optimised pipeline of
Communicate the appropriate mode of
drugs - Despite varying availability and
administration.
feasibility of cost.
My Needs
My Desires
Support from colleagues - To deal
Dispense drugs with due diligence -
with a steady stream of calls and
Adhere to full regulatory compliance, to
in-person requests.
eliminate margin of error.
Easy access to inventory
Keep up to date - Follow developments
management tools - To be able to
in medical trials to adapt offerings when
act quickly in case of drug shortages.
necessary.
Alan’s Key Jobs to be done As a doctor...
I want to...
So that...
During a consultation with a patient (vaccine, other examinations)...
be able to access succinct snippets of information that I relay when communicating the mode of administration to customers
I can be rest easy in the knowledge that they are taking the meds correctly, and more likely to adhere to their treatment plans
When searching for new drugs...
ensure that the drug's cost is feasible considering budgets
I can maintain an optimised pipeline of drugs and possible alternatives
When assessing the suitability of a drug for a patient...
know whether my local pharmacy community is able to get hold of the drug quickly
I am able to plan stock flows in advance
Find out how the Jobs to be Done methodology is effective for more effective outcome-based design innovation here. Access our full JTBD matrix by contacting jon.x.warden@gsk.com
38
User research | Pharmacist | Persona profile
Channels & Platforms Channel
The Pharmaceutical
What is it?
What does Alan use it for?
Professional journal covering pharmacy news.
As a source of professional development and knowledge gathering.
Continuing Professional Development for primary HCPs.
Keep up to date with clinical best practice and suitable upcoming events.
Pharmaceutical reference site informing about prescribing.
To help when advising about alternatives to a medication prescribed.
Accessible summaries of medications and best practice guidance.
To help when advising about alternatives to a medication prescribed.
Journal
MiMS Learning
British National Formulary
Clinical Knowledge Summaries
39
How Might Pharmacists Use GSKPro FE B R UARY
I learn about GSKPro on the recommendation of a doctor that works in the local GP surgery.
FE B R UARY - MARCH
I browse the site on the lookout for an alternative vaccine to one in short supply from my usual manufacturer.
MARCH
I land on an appropriate product, and expect to rapidly find out about its feasibility, accessibility and efficacy.
APRIL - JUNE
I consider liaising with other healthcare professionals to discuss the information I’ve found, and whether it would be the sort of product they would consider prescribing.
40
User research | Pharmacist | How the GSKPro site may better deliver for a Phar...
Solutions
How the GSKPro site may better deliver for a pharmacist... 1. Alert of new drugs Pharmacists appreciate sites that keep them updated about new and proposed drugs that may be of interest to their communities.
Product search results, desktop
Product search results, mobile
42
User research | Pharmacist | How the GSKPro site may better deliver for a Phar...
2. Practicalities are key Websites must inform them about the implications of introducing a drug to the pharmacy inventory, including information on disease-drug interactions, safety & affordability.
Product listing page, desktop
43
3. Signposting drug interactions As pharmacists specialise in drug reactions within the body, any information guiding them to make these conclusions easier is welcome. A dedicated tab may be created towards this goal.
Product menu, mobile
Note: For a full report of site HCP-oriented suggestions, consult our user testing insights report.
44
Wrap Up Improving GSKPro based on customer insights
“
Putting ‘people’ at the centre of our design and product development process through UX/design research is our mantra. Research is not just about the data (the what), it’s also about understanding the ‘why’ (the people). That’s why we use both qualitative techniques and quantitative analysis together to help define and steer our hypotheses, and create better outcomes. We want our users to really use the products we create, and love them. And, we should always seek to continuously learn (do the discovery), thus enabling greater business value and ROI. Focusing on GSKPro; understanding the various pains and gains of healthcare professionals - our core audience - is vital. If we don’t cater for those needs, across all markets, and understand the customer ‘why’, giving them better tools to learn, adopt, understand and engage; simply put they will go somewhere else. The marketplace is just too competitive. By learning, through those continual discovery methods, we’ll define better assumptions, create better propositions, and might just deliver a series of great GSK experiences that are appreciated by our ‘all’ audiences.
Jon Warden Head of Design & UX 46
User research | Wrap up | The Value of User Research
The Value of User Research Putting the users at the heart of product development, to achieve the following:
Improve conversions
Optimise experience
User-centric UX can have a significant
UX support can provide valuable
impact on conversion for key goals e.g.
customer insight, to help focus on
information gathering.
providing an entirely user-focused experience.
Prioritise roadmap Consistent UX support enables us to make more informed decisions based on changing user needs, aligning all teams on priorities in light of business goals.
Eliminate costly rework Continual, iterative deep dives into a users’ interactions with our prototypes, to provide insight into the effectiveness of new designs before launch.
47
User research | Wrap up | Our Approach to User Research
Our Approach to User Research I N I T I A L I N V E S T I G AT I O N S A R O U N D U S E R B E H A V I O U R
- Explore market landscape and user profiles. - Map out findings on user journeys, separating out key tasks in user’s daily life and where our product factors into it.
R E Q U I R E M E N T S G AT H E R I N G
- Define objectives of the research project, create templates and a question matrix for testing which are conducive to gaining valuable, actionable insights.
USER TESTING
- Run mock tests to ascertain question relevancy. - Prepare a series of hypotheses to be validated or negated, and extended further. - Record each test using Lookback software, noting key takeaways from each participant.
48
P O S T - T E S T I N G A N A LY S I S
- Distill information into graphs to visualise key themes from data. - Transcribe interviews, gathering commonalities and building recommendations.
C OM P R E H E N S IVE I N S IG HTS BACK LO G
- List out key quotes, time stamps and insights, along with how the product can respond to them. - Categorise accordingly: by quick wins, mid-term, long-term gains for example.
SO CIALI S E I N S IG HTS TO OTH E R TEAM S
- Narrow down insights and format to be socialised for different audiences. - Produce reports that set out insight overview, regularity of occurence and proposed adjustment.
49
User research | Wrap up | Taking our research to local markets, globally
Taking our design research to local markets, globally At its core, our user research has hinged on the behaviours of HCPs in the UK market. Beyond this, there exists a multitude of learnings to be taken and applied to global GSK entities. We perceive this to be an exciting opportunity to localise our findings rooted on behavioural science, embedding them with culturally sensitive meaning. The localisation strategy to do so is as follows:
Understanding the Lay of the Land Take stock of local specificities in the region(s) of interest, taking into account legal requirements, employment statistics, medical protocol and central traditions affecting the HCP community. To avoid miscoding, identify a research moderator native to the culture in question. Bringing it to life We know that EU5 HCPs are more likely to use their mobile for professional purposes [source: GSK Research data] - how may we tailor our research study in this region to yield insights that will help us to optimise the mobile adaptive experience for this market audience?
50
User research | Wrap up | Taking our research to local markets, globally
Immersive Field Trips Observe, converse and connect with our users working internationally, in their professional environment, using methods such as diary studies or remote observation. Gather ethnographic data to gain a close understanding of their cultures and habits, the healthcare space they operate in and how their working lives differ.
Bringing it to life Background research tells us that 53% of US HCPs routinely leave EHR systems in favour of other digital resources [source: GSK discovery research]. We would do complementary research to understand why they leave and where they’re going.
Distillation of Insights to Identify Patterns After building a solid base of knowledge through forensic investigation on the ground, it’s important to deep dive into problem spaces. Then we’d undertake comparative research to uncover the components that differ by market. From here, personas informed by localised quant and qual analysis can be sketched out, acting as the north star for all future market-specific undertakings.
Bringing it to life We know that 66% of HCPs in Japan seek product information on a pharma website [source: GSK Research data]. We’d set out to do some comparative research to ascertain to what extent this relates to the UK market and make design suggestions based on traits that are common to all.
51
From Human Truths to Strategic Ideas By progressively zooming outwards, the international research team can generate innovative approaches to design strategy that work to gain authentic cultural traction. Insights are then socialised in an intuitive fashion, suitable to the studied audience, all with a view to adapt products to meet local needs.
Bringing it to life If through our field research, we validate the hypothesis that US HCPs are more distrusting of pharma websites than their UK equivalents [source: GSK Research data], how can we ensure that all design strategies in this market are geared towards emphasising the value of transparency?
52
User research | Wrap up | Bibliography
Wrap up
[6] Digitas Digital, What users really want
Bibliography
from a pharmaceutical brand website (2017) [7] Adobe Digital Insights, Pharma Marketing: Reaching Providers and
[1] User testing insight
Consumer Anywhere, Anytime (2017)
[2] Synthesis Lectures on Assistive,
[8] Agnitio, 6 things that doctors want
Rehabilitative and Health-Preserving Technologies, Fieldwork for Healthcare:
[9] Deloitte, Electronic Health Records: Can
Guidance for Investigating Human Factors in
the pain shift to value for physicians? (2018)
Computing Systems (2015) [10] HIMSS North America, Contemporary [3] Department of Health & Social Care, The
Nursing UX Issues & Proposed Solutions
future of healthcare: our vision for digital, data and technology in health and care
[11] Deloitte, The Future of Work in
(2018)
Healthcare (2018)
[4] McKinsey & Company, From product to
[12] NCBI, Patient Safety & Quality: an
customer experience: The new way to launch
Evidence-Based Handbook for Nurses
in pharma (2018)
(2008)
[5] McKinsey & Company, How pharma can
[13] AnswerLab, How Healthy is your
win in a digital world (2015)
Pharma Website? 5 HCP myths that lead to ailing sites, (2017)
To find out more about our work
Contact JON WAR DE N
Head of Design & User Experience jon.x.warden@gsk.com
54
GSKPro | User research | 2019