Daniel Fernandez

From apps and portals to engagement hubs and chatbots, digital tools now sit at the center of the patient and HCP experience. Yet while some have boosted adherence and outcomes, many have failed: poor design, lack of interoperability, and low adoption eroding both trust and impact. This session examines what works and what doesn’t, with case studies from pharma and solutions experts, lessons from retail UX, and strategies to overcome “tool fatigue” in the customer journey. 

• Investing in tools with intuitive design, seamless interoperability, and clear value for patients and HCPs
• Applying lessons from case studies where tools drove adherence, and avoiding pitfalls that led to poor adoption
• Streamlining offerings and integrate experiences to reduce friction in the patient journey
• Adapting proven UX and engagement practices from retail and consumer health to elevate pharma’s digital experience