Innovation
DrMax
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Challenge
Dr.Max is one of the largest pharmacy chains belonging to an international holding operating in 8 European countries and operating over 2,000 pharmacies.
In an extremely saturated and regulated market, creating innovative solutions and implementing new business models is difficult. Our challenge was to design a multi-channel experience for pharmacy patients/ customers and build a portfolio of new products and services that could bring Dr Max additional growth space in the coming years as well as to provide the best support for patients in 3 countries – Poland, the Czech Republic and Slovakia.
Approach
We adopted a human-centered design approach to gain a deeper understanding of patients’ needs and assess the effectiveness of existing medical and pharmaceutical solutions. Drawing on insights from over 100 interviews and observations conducted across three countries, our multidisciplinary design team—comprising client employees, experienced consultants, designers, and researchers—generated more than 200 innovative ideas.
To engage all company employees in the innovation process and leverage their extensive knowledge and expertise, we organized an internal innovation tournament.
Additionally, through our technology and startup scouting efforts, we identified and evaluated over 100 startups and emerging technologies worldwide. These discoveries served as both sources of inspiration and ready-made solutions aligned with our identified objectives.
Piotr Nejman
CEO of Salto Strategies
Results
100
Ideas
10
Solution concepts
0
New products
We developed over 200 ideas, ranging from incremental improvements to new products and services, as well as visionary concepts aligned with the long-term evolution of customer needs and the broader medical market.
Through in-depth research, we gained a deep understanding of evolving needs, expectations, and emerging trends in the health and wellness sector.
Building on these insights, we developed prototypes for several solutions based on new and refined value propositions, including applications, device prototypes, support programs, and personalized therapy assistants. Additionally, we implemented numerous minor enhancements to existing processes.
We mapped and designed customer experiences and journeys to ensure Dr. Max customers receive the best possible support in managing their health and well-being.
To anticipate future developments in patient care, we created a model of the pharmacy of the future, enabling us to analyze its functionality, as well as patient-pharmacist interactions and behaviors.
Moreover, we trained 30 innovation ambassadors in the practical application of Human-Centered Design, Lean Startup, and other methodologies, equipping them with the skills to drive innovation within the organization.
