Prevention starts before the trip

This international pharmaceutical company needed to understand how and where to communicate the risks of a specific disease and encourage travelers to adopt non-mandatory vaccines.

To tackle this, we ran a research program that captured both internal and external perspectives through more than 30 interviews across a range of profiles. From that work, we defined traveler segments and their behaviors, uncovering opportunities to improve how the company communicates with and supports travelers throughout their journey.

We then brought those opportunities into ideation sessions with the organization, co-creating over a dozen areas for improvement. From these, more than 10 initiatives focused on traveler communication and care were prioritized and aligned with existing projects to identify where they could reinforce each other.

The outcome was a future customer journey with every initiative mapped within it, giving teams across the organization a clear picture of their role and impact in pursuit of a shared goal.