Johnson & Johnson developed J&J withMe (formerly Janssen Compass) as an integrated patient support program for individuals prescribed oncology treatments. Designed to extend care beyond the point of prescription, it delivers a more connected, patient-centered experience through dedicated support, educational resources, and coordinated touchpoints across the treatment journey.
ROLE
Senior Design Strategist
IMPACT
- Supported more consistent patient engagement through
coordinated omnichannel touchpoints (digital, human, and physical)
- Enabled a shift from fragmented, HCP-led interactions to a more integrated, patient-centered support model
- Strengthened the organization’s ability to support patients beyond
the point of prescription, extending into long-term care journeys
TIMELINE
2021 - 2022
OUTPUT
- End-to-end service design of the patient journey, from enrollment through ongoing support and check-ins
- Design and validation of patient support components, including care navigator interactions, onboarding flows, and educational resources
- Continuous feedback and sentiment analysis system to support iteration and improvement
- Exploratory and evaluative research studies across multiple markets to inform product and service decisions
As healthcare shifts toward more patient-centered models, pharmaceutical companies are increasingly expected to support not just treatment, but the full patient journey. At Johnson & Johnson, this meant rethinking how to move beyond a primarily business-to-business model toward a more direct, supportive relationship with patients. Janssen Compass was created as a patient support program for individuals prescribed oncology medications, with the goal of delivering a more integrated and accessible experience across touchpoints. The opportunity was to expand the traditional treatment journey into a more continuous, service-led model, one that could better address the practical, emotional, and logistical needs patients face over time.
As a Senior Design Strategist, I worked across product, marketing, clinical, and operations teams to define and shape this shift. From early-stage value propositions to detailed service interactions, I helped develop the go-to-market strategy, evolve the product and service offering, and lead cross-functional workshops to align stakeholders. I also designed and led both exploratory and evaluative research, grounding decisions in real patient and provider needs across multiple markets.
This work contributed to a broader transition from product-focused delivery to a more holistic, service-oriented approach. By mapping and designing the end-to-end experience across digital, physical, and human touchpoints, we created a more cohesive and responsive support system. Continuous feedback and sentiment analysis further enabled ongoing iteration, helping improve patient experience and satisfaction over time.
