From Complex Science to Customer-Centered Strategy
The Challenge
The Roche team faced the complex task of unifying a decision support tool and educational content, while translating complex scientific and technological information into assets that could be understood and used by everyday consumers.
“Our goal was to advance precision medicine and make sure people understand the patient experience in genomics.”
— Shervin Kamkar, Head of Strategic Partnerships for Roche.
The Collaboration
Forge Harmonic’s approach centered on deep, direct user research: conducting interviews, going on site, and facilitating workshops to build an understanding of the customer experience. For Shervin Kamkar, that commitment to in-depth, primary research provided the confidence he needed to trust the process and recommendations that followed.
Forge Harmonic’s expertise in both strategy and design work ensured the project was cohesive and kept customer needs front and center.
Forge Harmonic’s simultaneous synthesis and evaluation of multiple paths—mapping pain points, user experience gaps, and opportunities—gave Kamkar’s team clarity to frame the problem precisely and lay the path for go-to-market.