Digital customer experiences in pharma and regulated industries

Introduction

Customer experiences are no longer reserved for B2C companies. In pharma and other regulated industries, it is increasingly necessary to offer digital solutions that are both user-friendly and compliant. This applies to everything from self-service portals and track-and-trace systems to secure information platforms. The article provides an overview of opportunities and requirements for IT digitalization in high-complexity industries.

What are digital customer experiences?

Digital customer experiences are about how users - customers, partners, or patients - interact with a company's digital interfaces. This can include:

• Portals for ordering and documentation

• Self-service solutions for customer support

• Automated notifications and reports

• Access to product or batch information

• GDPR-secure communication channels

In regulated industries, these solutions must be designed with a focus on both user experience and compliance with, for example, GxP, ISO27001, and the EU’s data protection regulations.

Why is it important in pharma and regulated industries?

Traditionally, the customer experience has been secondary in industries with a strong process focus, but this is changing:

• Customers expect digital solutions
  Users want easy access to data and communication - also in B2B and pharma.

• Compliance requires documentation
  Interactions must be logged, validated, and traceable.

• Efficiency and scalability
  Digital touchpoints reduce manual tasks and increase data quality.

• Trust is built through transparency
  When users have insight into data and processes, the relationship is strengthened.

Challenges of digitalization in regulated industries

Digitalizing the customer experience in regulated environments requires special attention to:

• User authentication and access management
  There must be clear levels of rights and logs of activities.

• System validation
  Functionality and data integrity must be documented and tested.

• Security
  Data security and hosting conditions must comply with requirements for, for example, personal data and sensitive information.

• Complex user base
  Customers can range from technicians to doctors or regulatory bodies - requiring targeted UX.

Examples of digital solutions

• Portals for distribution partners
  Access to batch data, certificates, and delivery status.

• Customer-facing dashboards
  Visualization of KPIs, consumption data, or supply status.

• Document portals
  Download of validation reports, SOPs, and data sheets.

• Integrated support solutions
  Ticket systems with integration to CRM and technical documentation.

Hyperbolic’s approach to digital solutions in regulated industries

We develop solutions that combine good UX with compliance requirements. This means that the user experience does not compromise security, traceability, or documentation. Our solutions are used today by companies in both pharma, food, and technical production.

Read also about our software development with a focus on compliance and IT consulting for regulated industries.

Benefits of our approach

• User-centered design without compromising on compliance

• Clear system architecture and role-based access

• Documentation that supports audits and GxP requirements

• Experience with both frontend and regulatory backend requirements

Price and process

Digitalization projects vary in complexity. Often, the process follows these phases:

1. Analysis of user groups and compliance requirements
   Mapping target groups, roles, and regulatory requirements.

2. UX and system design
   Wireframes, data structure, and validation strategy.

3. Development and testing
   Iterative process with user involvement and compliance testing.

4. Go-live and support
   Operational setup, user training, and ongoing improvements.

FAQ

How do digital solutions in pharma differ from other industries?
They must be documented, validated, and comply with requirements for data integrity and traceability.

Can good customer experiences be created in a GxP environment?
Yes, with the right design and documentation flow, it is possible to deliver intuitive solutions that are also regulatory secure.

What are typical digital touchpoints in regulated environments?
Portals, dashboards, document centers, and support solutions with audit trails and user management.