Johnson & Johnson
Global research and consulting for a Fortune 500 pharma company.
Johnson & Johnson was about to build a system-wide internal tool for its global customer service team. Before anything got built, Monty’s team at wavedepth ran the research to find out what every region actually needed, and turned it into a consulting package of insights and recommendations to help improve distribution around the world.
Listening first
The team kicked off with a workshop on goals, blockers, and what success would look like. Then came three rounds of interviews, from mid-November to mid-December 2022: a deep dive, the current state, and the future state.
In total, Monty’s team at wavedepth ran more than 10 group interviews and 5 one-on-ones. Every round met with the leaders of each region, North America, Latin America, EMEA, and APAC, with senior regional directors listening in. They also sat down with the steering committee, the customer service experience team, and subject-matter experts. All of it was about what wasn’t working in the current internal tool and what the new one needed to do.
Finding the patterns
Every interview was recorded, then came so many hours of transcribing, tagging, and quantitative analysis in Dovetail. The tags rolled up into three big themes: regional differences, change management, and information exchange.
The deliverable
The deliverable was a full consulting package of insights and recommendations. Afterward, the team at Johnson & Johnson had a much better direction on which features they needed. The specific findings stay under NDA.