Medication untaken helps no one. Patients and payers spend hundreds of billions of dollars on otherwise unnecessary medical care as a result of untaken drugs. CBX partnered with Merck to map the patient journey and design a more intuitive, human-centered experience to help address this challenge.
Consumer Journey Mapping
Brand Messaging & Voice
Service & Experience Design
For patients new to a prescription, some of the biggest fall-off occurs between the doctor’s office and the pharmacy, with patients never even filling the critical first script. We focused on designing a more positive, seamless brand experience that could address that gap.
The solution was a home delivery prescription kit that would make it possible for patients to have their first script delivered directly to their home, bypassing the need to have it filled at the pharmacy.
We created an intuitive brand name, First Take, to ensure health care providers could easily understand, remember and offer the program. Custom packaging, identity system, and voice & messaging were all designed to provide a warmer, more human first experience, to help people start the right way, right away.