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HEALTHCARE 2013
DIGITAL TRENDS
Third annual report on
our world, our industry
and our opportunity
ABOUT THIS PRESENTATION
Our third-annual digital trends in healthcare report
was co-created by digital enthusiasts throughout
GSW and at our sister agencies.
Key contributors included: Abdul Khimani, Amy Morrison, Leigh
Householder, Patrick Ortlieb, Patrick Richard, Phil Storer, Ryan Deshazer, Sarah
Tang, Scott Holley, Stephan Saba, Tyler Durbin, Wade Taubken, Whitney Poma

To discuss this report live or request a presentation of trends, please
contact Leigh Householder at 614-543-6496 or leigh.householder@gsw-w.com
DIGITAL IN CONTEXT:
FOUR KEY BUSINESS TRENDS
In the last decade, our industry         2. Biologic innovation: Biologics are
brought 300 new drugs to market,         filling pipelines with the next
created new categories of care, and      generation of "blockbusters.‖ These
served millions with a single            more expensive drugs serve smaller
compound. The years ahead will look      patient populations and will demand
very different, driven by four key       both payer partnerships and new
trends:                                  levels of patient service.

1. Commoditization: Increasingly,        3. Fewer Human Connections: The
we’ll see drugs that are 5th, 6th, 7th   explosion of specialty pharma, payer
to market with small feature             interventions, and digital consultations
differentiation and limited impact.      will continue to make medicine more
Generic erosion and off-label writing    remote and disconnected from the
will further muddy crowded               core human interactions that once
categories.                              drove experience.
4. DIGITAL TAKES THE LEAD IN THE
     MARKETING SUITE
      A recent survey found that pharmaceutical manufacturers increased
      the involvement of digital media in their marketing mixes from 27.6%
      in 2009 to 48.8% in 2011.

      In 2013, it’s expected to take a firm lead in marketing investment.
      Let’s take a look at just what digital can do:




―Pharmaceutical Digital Marketing and Social Media,‖ a study published by Cutting Edge Information, 2012
OUR WORLD
Trends changing how we live and work
OVERVIEW

    1                2               3

   FULL           KNOW ME         COMMON
 MOBILITY       EXPECTATION       INTEREST


            4                 5

    QUANTIFIED            DIVIDED
      IMPACT             ATTENTION
1   FULL MOBILITY


                          In 2013, mobile phones will
                          overtake PCs as the most common way
                          to access the web.




Gartner, 2012
Increasingly mobile users won’t differentiate
between devices, they’ll move seamlessly between
them. Expecting to be able to find everything they
need on any device — phone, reader, tablet,
laptop — they might be carrying. And, augmenting
the experience of a big screen — gaming,
television, movie — with what they can find on
smaller screens. Our opportunity is to think about
mobilty, not mobile.
                                       Stephan Saba
                                 VP, Digital Strategy
                                      GSW Worldwide
MOBILE ACCESS:
    MY PERSONAL
    CLOUD
    After all the technical hub-
    bub about 2012 being the
    year of mega servers and
    enterprise clouds, 2013 is
    set to make the cloud easy
    and personal. These
    personal clouds will be the
    single biggest enabler of
    mobility.

     The number of personal cloud
     subscriptions worldwide topped 375
     million in the first half of 2012.
     They’re expected to more than
     double in 2013.

IHS iSuppli, 2012
MOBILE TOOLS:
A TABLET UNDER EVERY TREE
Tablet sales will more than double this Christmas, grabbing the
largest slice of the consumer electronics market.

Apple’s iPad and iOS
software will continue to
lead this holiday season,
but by mid 2013, we
expect the Android
platform to own the
critical 50%+ of the
market.
MOBILE ADOPTION:
    NEWLY MOBILE SENIOR SET
    More seniors than teens own tablets. Texting and growing smartphone
    adoption are adding to the mobility of people ages 65+




        13%                                    8%
  Of people 65+ own                    Of people 65+ own       34%
  smartphones                          tablets              Of people 65+ send
                                                            and receive texts
  Compare to:                          Compare to:
  46% of all adults                    5.5% of 13–15 year   Compare to:
  34% of 50–64 year                    olds                 80% of all adults
  olds                                 20% of 35–44 year    72% of 50–64 year
                                       olds                 olds



Pew Internet and American Life Project, 2012
2 KNOW ME
 EXPECTATION




Online consumers expect companies to
use what they know to tailor digital
experiences to their needs.
Imagine your own digital identity trail: what you’ve
searched, bought, shared, and recommended. When and
where you’ve logged on and what devices you rely on. It’s
a rich view into your preferences and a strong predictor of
what else you’ll care about. And, importantly, it’s
something most digital consumers expect brands to use.

Increasingly, they expect brands to use what they know to
create more relevant experiences, deliver custom offers,
and make meaningful recommendations. That’s creating a
new digital divide – between the companies that ―know
me‖ and companies that pretend we’ve just met.
                                               Abdul Khimani
                                         Director of Analytics
                                               GSW Worldwide
THE NEW DECISION SET:
SOLOMO
When someone visits a website, we immediately know three
things: what device they’re using, where they’re located and what
time of day it is. If they’re logged in, we can add another
dimension: who they’re connected to.

SoLoMo stands for social-local-
mobile. It’s an emerging new
standard for apps, search and
experience. One focused on using
what we know about people to give
them highly-targeted, context-rich
communications that are immediately
actionable.
A FAIR TRADE:
IDENTITY AS CURRENCY
There’s one thing you can’t buy online: Privacy. Instead, people
trade it – sharing personal identity for access and free services,
while constantly renegotiating what they’ll share and for how
much.

Universal login options – like ―sign in with Facebook‖ – simplify
signup, but increase questions about identity and access. How
much do you need to know to send me a coupon?
A NEW THIN LINE:
COOL OR CREEPY?
People expect apps and websites to be customized based on their
preferences and behavior, but not too customized … Retailers like
Urban Outfitters have seen a backlash when personalization got
too presumptuous and overt.

It turns out that
hyper-customization
may produce
reactions similar to
the ―uncanny valley‖
effect in robotics in
which people find
themselves repulsed
by humanoids that
too closely resemble
human beings.
3           COMMON INTEREST
                 COMMUNITIES




Smaller social communities connect
people around common interests or
geographies.
This isn’t another prediction about the end of
Facebook. Instead it’s a next era of adoption.
People will continue to use Facebook for broad
updates and ambient connections. But, they’ll
also increasingly use niche communities to go
deep with people and media they care about.



                                     Whitney Poma
                               Social Media Analyst
                                      GSW Worldwide
POWERFUL PHOTOS:
TO PIN OR
FILTER?
The current darlings of
interest-based social media
appeal to users’ creativity.
On instagram, users apply
filters to upgrade digital
photos. On Pinterest, they
amass visual collections of
inspiration. Through Spotify,
they can share best-ever
playlists.

What social network got to 10
million users the fastest? Not
Facebook, Pinterest.
SMALLER NETWORKS:
THE NEW “IN” CROWD
Remember Dunbar’s number? It’s the equation that points to how
many friends — people you have some kind of reciprocated
relationship with — you can really have. It’s 150 — despite what
your current Facebook count might tell you. Micro communities
like Path couldn’t agree more. They use friend limits to make you
choose who your real friends are.

Nextdoor uses geography to
keep networks intimate. Users
join with their home address and
are automatically placed into a
home neighborhood. All their
connections and content come
from people who live nearby.
CONNECTED
CORPORATIONS:
WANT TO
CHATTER?
A growing number of companies
are using internal social networks
to encourage employees to share
their thoughts, opinions and ideas
with their colleagues. Nearly
100,000 companies use the
industry-leading solution, Chatter,
by Salesforce.com
4     QUANTIFIED IMPACT




Once just a nation of calorie counters,
America is now home to a critical mass of
self-trackers.
Quantified self enthusiasts have long believed
that measuring your everyday activities can
help improve your quality of life.
Their commitment to tracking went
mainstream when clip-on and slip-on trackers
made it easier than ever to find out just what
kind of impact exercise, sleeping and eating
are really having on health goals.

                                     Patrick Richard
                                VP, Digital Strategist
                                       GSW Worldwide
PART OF A GROUNDSWELL:
    70% OF AMERICANS ARE SELF-
    TRACKING
    Sixty percent of Americans are
    tracking weight, diet, or exercise.
    One-third track health indicators or
    symptoms, and one-third are tracking
    a health indicator for a loved one they
    care for. Altogether that adds up
    to 7 out of 10 doing some kind of
    self-tracking, but only about a fifth
    are using technology like mobile
    devices to keep track.




Pew Internet and American Life Project, 2012
BUILT-IN COMPETITION:
EVERY WORKOUT IS BRAGGING
RIGHTS
Wearable self-trackers like the Fuel, Fitbit, Nike+ and others
add a competitive element to tracking by recording
distance, pace, time, and calories burned.


When those numbers are posted to social networks,
the competition (and the swagger) are even greater.
A MATTER OF DEGREE:
TRACKING CAN BE ONE NUMBER
OR A PERSONAL DASHBOARD
Today’s home trackers let people evaluate multiple,
interconnected parts of their lives. They can track vitals,
sleep, eating, exercise, supplements and more to
understand what inputs create a better day and what ones
just aren’t working. Others use a simpler approach:

The Skinny Jeans Tracker:
Someone who is tracking their
weight only by noticing when
they can’t fit into a certain pair
of pants.
5THE DIVIDED ATTENTION
  ECONOMY




The new multi-tasking norm means
real attention is really valuable.
We’ve been busily multi-tasking for a decade,
constantly feeling as though we may run out
of the time we need to complete any one
thing. With ubiquitous access to a constant
stream of information, multi-tasking in today’s
always-on, always-connected world has
evolved into hyper-tasking: a state beyond
the office that is pervasive in all aspects of
our lives.
                                         Sarah Tang
                                Sr Digital Strategist
                                JSA and GSW Canada
NEW RITUALS:
FOCUS IS LOVE
Keeping all that multitasking from interfering with real life
isn’t easy. At work, at home, and on the go, people have
created new rituals designed to give them time to focus.
Companies have banned internal emails at least one day /
week, families have strictly limited total screen time (not
just TV or phone), and friends around the world have
started stacking their phones at dinner.

Phone stack: When friends and
family are together for a meal,
everyone stacks their phones in
the middle of the table. First to
pick up their phone, pays the bill
for all.
MULTI-LAYER ENTERTAINMENT:
   TV VIEWING CHANGED FOREVER
   More than 70% of us use some time shift features on our
   televisions. An equal amount consume multiple mediums at
   a time with television + internet being the biggest
   combination. Add in living room game stations, interactive
   commercials, and set-top boxes that seamlessly stream
   personal content into typical television programming and
   you’ve got a whole new era of viewing.

   Social brings back appointment TV:
   Twitter has brought the water cooler to the
   TV show in real time. You no longer have
   to wait until the next day to discuss what
   happened with your friends – you can
   discuss it, as it’s happening, with everyone
   in the world who is watching.


BIGresearch, 2012
NEW NEEDS:
POWER SEEKERS
Maybe you’ve had the juice
jitters? Under 20% battery
life left on your favorite
device with a long flight (or
meeting or dinner) ahead and
no outlets in sight. It’s a
modern horror story. At
conferences, behind
neighborhood bars and even
through fences during power
outages, sharing power is the
21st Century’s go-to random
act of kindness.
OUR INDUSTRY
Trends changing healthcare marketing
OVERVIEW

    1            2             3             4

  MOBILE      SHARING     RETAIL SELF-    CONTENT
  FOCUS       SCREENS        CARE        CONNECTION




    5            6             7             8

MAINSTREAM   RECLAIMING   COMPETITIVE     DIGITAL
TELEHEALTH      DATA       LEARNING         IP
1      MOBILE FOCUS




Pharma is putting mobile first, creating
new kinds of tools and support systems
and building lasting connections.
For years, we always started with a website.
Today, we design for the user and the user’s
needs/goals first—the platform is secondary or
tertiary. Our work must, first and foremost, be
about finding the customer, wherever they are and
on whatever device they’re using, and making
sure they have a consistent, satisfactory and, dare
I say, delightful, experience.


                                              Amy Morrison
                          Director of Strategy and Planning
                                                  Blue Diesel
PROVEN PLATFORM:
SMS AT THE CORE OF MOBILE
HEALTH
From supporting pregnant women to helping people quit
smoking to dealing with cancer pain, simple text messages
have proven to be a powerful tool in supporting better
outcomes.


One example: An integrated
report, based on five studies,
with a total of more than 9,000
participants, found that smokers
who used mobile messaging
interventions were twice as likely
to make it six months without
smoking as those who didn’t.
TRENDING APPROACH:
RESPONSIVE RX
The growth of mobile access and the fragmented mobile OS
and device ecosystems associated with it have led drug and
device manufacturers to look for a better way to create
websites that are usable on any screen. In 2012, many
began using responsive design. In 2013, we expect that
adoption to more than double.

Responsive design means designing a website/app that will
work on any screen size by responding and adapting to it.
No more separate sites for each device.

In addition to improving usability and simplifying
development, responsive design has two other critical
benefits – Google calls it an SEO best practice and
analytics junkies say it lets you better compare content
use across screens and locations.
NEW TEAMS:
   PHARMA TAKES MHEALTH
   BEYOND MARKETING
   Pharma leaders are increasingly
   turning toward integrated teams
   to develop mobile initiatives that
   go beyond the scope of
   individual departments. They’re
   incorporating the efforts of
   marketing, medical affairs and
   IT within new mobile health
   teams and task forces.




Cutting Edge Info, Pharmaceutical Mobile Health, 2012
2     SHARING SCREENS




Looking at a screen is increasingly a
collaborative experience, one that earns
attention and promotes understanding.
Reps told us doctors were taking the iPads
right out of their hands. They don’t want to
watch another presentation, they want to be
part of a real conversation – interacting with
data, trying out formulas, and exploring.
That’s changed the way we think about
developing for the screen.


                                                 Tyler Durbin
                                            Product Manager
                      iQ, the innovation lab of GSW Worldwide
EASIER ACCESS:
   AN IPAD FOR YOUR POCKET

   62% of physicians already
   own an iPad (or another
   tablet), but, in the weeks
   before the launch of the iPad
   mini, 1/3 told Epocrates
   they planned to buy the new
   smaller version. Their #1
   reason: easier to carry it
   around with them on
   rounds.




Manhattan Research, Epocrates, 2012
INTERACTIVE SALES:
CO-PRESENTING
An emerging new generation of sales tools are designed
to get doctors involved. They leverage the touchscreen
interface of the iPad with remote control peripherals and
build-it-together profiles, formularies and MOAs that are
simplified to make participation easy and rewarding.

At the pharmacy counter, patients
are getting hands-on, too. Kiosks
and docked iPads let them answer
questions critical to care. Using one
app created at Purdue University,
they can tap answers to five
questions that will catch 60 percent
of all known medication side effects.
TEACHING MOMENTS:
  NEW TOOLS FOR POINT OF CARE

  In late 2012, Epocrates joined GE and others in creating
  point-of-care teaching tools designed just for the iPad. The
  need is clear: although 78% of doctors believe they bear
  primary responsibility for good communication with patients
  about their treatment, a full 75% of patients leave their
  physician’s office without appropriate information to explain
  their illness or treatment.

  Some tools, including Fluent, created by GSW Worldwide, include a
  custom education packet that lets patients take home personalized
  documentation about what they discussed.




The Schwartz Center For Compassionate Healthcare, Spring/Summer 2011
National Academy on an Aging Society
3     RETAIL SELF CARE




Great new health tools that actually fit in
our lives are bringing healthcare home.
Never before in history have patients and practitioners had
better access to personalized health data. Patients and
practitioners are already swapping data points to inform
decisions and track outcomes. Soon, this confluence of
clinical and self-care data will transform expectations of the
traditional health app. Next generation apps and third-party
peripherals will have simpler user-interfaces, be more
customizable to flex with the nuances of personalized health,
and ultimately, more insightful—driving additional decisions
both in-and-out of the exam room.



                                                  Patrick Ortlieb
                                     Director, Strategic Services
                                                       Blue Diesel
FINALLY:
HEALTH DEVICES THAT WORK
WITH OUR DEVICES
When you walk into the Apple
store today, you’ll see the newest
Macbooks, iPhone 5s, and an
entire shelf of medical devices—
from Sanofi’s blood glucose
monitor to Withings blood
pressure cuff. These new devices
are designed with simple,
consumer interfaces and plug
easily into our favorites devices
for self tracking or EMR synching.
QUANTIFIED HEALTH:
   DRIVE TO WEARABLES
   The latest industry models point to a doubling of the
   wearables market by 2014 – with parity between the fitness
   and health markets by 2017.

   These body monitoring sensors – like Fitbit – were born of
   the retail, exercise marketplace, but are quickly finding a
   foothold in healthcare.

   Early predictions are that smart
   clothing designed to track
   nutrition and continuous glucose
   monitors will be the first to
   dominate the wearable health
   market.



Juniper, IMS, 2012
FROM PILOT TO PROOF:
TELECOMS BRING REMOTE
MONITORING TO MASSES
Early remote monitoring studies heralded fantastic results –
improving everything from compliance to safety to
outcomes. Now, it’s traditional telecom companies trying to
grow big new markets around the promising technology.


AT&T has an entire in-home
monitoring suite with 24/7 nurse
support. Rogers Communications
is offering infant pajamas with
built-in biosensors. And Verizon
has made a big investment in in-
vehicle monitoring.
4 CONNECTION THROUGH
                              CONTENT




For
xxx curious spiders and curious people,
the most effective marketing starts with
content.
Content strategy is essential for the semantically
driven future in search. Technical on-and off-page
SEO factors will continue to see a decline in
importance. The most compelling and desirable
content will win. The opportunities to answer
people’s questions, tell stories through social, and
promote individual expertise are almost endless.



                                          Ryan Deshazer
                                  SVP, Digital Experience
                                           GSW Worldwide
ORIGINAL PROGRAMMING:
PHARMA PARTNERS TO CREATE
ENTERTAINING MEDIA
It all started with J&J. A video on their popular
YouTube channel could earn hundreds of
thousands of views with little or no promotion.
That led device and drug companies to craft
their own strategies based on content.

One popular answer seems to be partnerships
with major media companies. Lilly’s deep
collaboration with Disney has created multiple
books for families dealing with Diabetes (and
even a character with Type 1). Sanofi’s latest
effort is a national call for people with diabetes
who want to co-star with Elizabeth Perkins in
an upcoming documentary series.
THE NEW KOLs:
AUTHOR AUTHORITY AND
GOOGLE
Content alone has ceased to be king. The
new opportunity is content + thought
leadership. That means you’ll see a growing
number of pharma companies cultivating
the online personas of their most talented
employees.

The impetus is an algorithm. Google now allows
individual content creators to ―claim‖ the content
they author through placement of a HTML
attribute, rel=author. According to Google, that
rel=author attribute is in effect for ~20% of all
search queries.
CURATION NATION:
PHARMA FINDS THE “BEST OF”
With almost 200 million websites and over half a million apps to
choose from, many of today’s searchers are overwhelmed. They
don’t want more opinions, they want a clear path to the most
relevant, credible ones.
That’s led leaders like Boehringer
Ingelheim and Genentech to
rethink their content investment:
from creation to curation. They
bring together the information
people are looking for in one,
easy-to-navigate space.

iTunes is doing a little of its own
curation for health by serving up
the very best apps for HCPs.
5 MAINSTREAM TELEHEALTH




         Once relegated to rural areas, telehealth is now
         a major player in medicine – and, it’s expected
         to double in size in the next two years.
Once the topic of futuristic videos (in which your
doctor beams into your living room on a big
screen and takes your vital with flashes of light),
telehealth is now part of the every day practice of
medicine. Chances are you already have access.
In fact, a critical mass of insurance plans and
practice programs actively encourage members to
interact with their doctors through video, email or
text messaging.

                                          Leigh Householder
                     VP, Experience Strategy and Innovation
                                              GSW Worldwide
A SIMPLER SOLUTION:
FOR EVERY DAY HEALTH,
TELEMEDICINE JUST WORKS
A recent study by the Affiliated
Workers Association, found that more
than 36 million Americans have used
telemedicine.

For simple consults, the practice
makes sense. The American Medical
Association says that as many as 70%
of doctor office visits are for
information or matters that can be
handled over the phone.
AN EARLY LEADER:
VETERANS HAVE ACCESS TO
CUTTING EDGE TELEHEALTH
The VA has used telehealth to connect with an
estimated 460,000 veterans in the past year and
is looking to double that number in the coming
year with an aggressive campaign that includes
new and expanded services.

Today, the program offers apps, home videos
visits, even educational iPads for caregivers.

The VA's telehealth program has seen 30
percent reduction in bed days of care and 80
percent patient satisfaction rates and saved an
estimated $1,900 per person annually and
consistently since 2005, moving it well beyond
the "pilot" stage.
AN ISSUE:
REIMBURSEMENT IS IMPROVING, BUT
A NEW CHALLENGE REMAINS
Advocates on all sides are working together to tackle the single
biggest challenge to telehealth: Reimbursement. Phone calls,
emails, even video chats aren’t typically covered the same way
an in-person appointment is.

In July, Michigan became the 15th state to pass private payer
telehealth reimbursement. Others are considering legislation.



 A new challenge: When fewer visits are in-person, will education
 falter? Today, the physician-provided patient education drug and
 device companies create is still largely printed and shared in office or
 read in a waiting room. How will it evolve to be part of telehealth?
6      RECLAIMING DATA




The work that breaks through isn’t just creative or
even cutting edge, it’s connected. That kind of work
starts with just one thing: data
We know a lot more than we let on. Pharma’s
databases are rich with insight – what people
want, what they use, where they go, and what
they share. For years, we’ve let that information
go unused – considering it in aggregate, but not
putting it to work. This year, that changes in a big
way. In 2013 pharma will put data to work.



                                               Phil Storer
                                    VP. Digital Strategist
                                                   Navicor
LIVE VIEW:
OPTIMIZATION STARTS WITH
BETTER KPIs
Metrics don’t end the
discussion in pharma today –
they start it. The favorite two
questions: What do we want
to accomplish and how will we
measure success?

Look to 2013 plans to include
benchmarked KPIs, live
dashboards, and triggers for
optimization and improvement.
PERSONAL CONNECTION:
A NEW FOCUS ON CRM
In the last few years, pharma has focused on triggered
marketing to create a sense of relevance. A series of
standardized messages would start when a particular event
happened – like joining a program or starting an Rx.

In 2013, pharma will start a new era of CRM – one that
looks much more like consumer marketing with
personalized content, retrigger strategies, and
multichannel integration.

Look for individual data to drive both the content and the
results.
MOTHERLOAD:
EMR WILL DELIVER LARGEST
CACHE OF CLINICAL DATA EVER
It will blow away the idea of a sample and create a holistic view of
American health. Its eventual integration with social media / social
intelligence will show the health connections between people and
populations. In this new era, a patient profile won’t be a
paragraph, it will be a search algorithm.

Social data: Adam Sadilek at the University of
Rochester and his team analyzed 4.4 million GPS-
tagged Tweets from over 600,000 users in New
York City over the course of one month to
understand flu trends. They were able to create
models that not only showed the instance of
disease, but also predicted who would catch the flu
next.
7     COMPETITIVE LEARNING

Why study when you can play and learn?
I read once that the beauty of a game is that it gives
you a goal. People will work longer and harder when
they have a goal. And, when they’re trying to beat the
person next to them to reach that goal? Well, that’s
where the real intensity begins.

We used to call this kind of gaming ―edutainment.‖
Today, it’s a lot more sophisticated than that – bringing
the best of psychology, information design and wicked
good Ux to create addictive competitive learning.

                                             Wade Taubken
                                        VP, Digital Strategy
                                             GSW Worldwide
LET’S PLAY:
CONFERENCES GET FUN AGAIN
There’s a new era of play happening at medical conferences
around the country. One that borrows from the fun, interactive
interfaces Wii has brought to our living rooms and Rovio and
others have brought to mobile gaming. These hands-on
competitive learning booths challenge participants with one-on-
one competitions and group play.

Physicians are definitely ready to
play. Brands who’ve used the
iQ.Rival touchscreen game report
that docs have queued up to play
and often returned to try to
preserve their place on the leader
board throughout the day.
PEER REVIEWED:
NEW JOURNAL, NEW RESPECT
2012 saw the release of a first-of-its kind peer-reviewed journal
for health games. The bi-monthly pub is dedicated to the
development, use, and applications of game technology for
improving physical and mental health and well-being. It’s the first
to address this emerging, widely-recognized, and increasingly
adopted area of healthcare.


The Robert Wood Johnson Foundation
also has invested in proving the value of
competitive learning. Their Games for
Health project has held national and
regional conferences to bring experts
together to model new ideas and share
emerging best practices.
SIMPLY PUT:
GAMES MAKE BETTER PATIENTS
A growing body of research is showing that games are a ―non-
pharmacological intervention‖ that can actually help people be
better patients – by increasing their engagement in care,
improving adherence, and boosting resilience.
A recent publication called "Patient-
Empowerment Interactive Technologies‖
described how therapeutic video games,
including the Patient Empowerment Exercise
Video Game (PE Game), can help improve
resilience, empowerment, and a "fighting spirit"
for pediatric oncology patients. Other games,
including Avatar Alerts, are specifically designed
to promote behavior change and adherence.

Games and competitive learning will play a
growing role in finding the right way to engage
and educate each patient to improve overall
outcomes.
8     DIGITAL IP




It’s time to own what’s ours on the WWW.
When ICANN began accepting nominations for new
Top Level Domain names this year, we weren’t
surprised to see pharma leaders quickly submit
applications. The industry has increased its focus on
what it can own online – investing in protecting not
only brand names, but also taglines, campaign
language, even the names of company leaders.
TOP LEVEL DOMAINS:
THE NEXT DOT-COM IS DOT-YOU
In 2012, ICANN (Internet Corporation for Assigned Names and
Numbers) started to change the way the Internet is organized. No
longer would dot-coms and dot-nets be the only addresses you
could buy. Instead, companies could apply to register for any
generic Top Level Domain name.

The cost was steep, but industry leaders – including Pfizer and Eli Lilly –
didn’t miss the chance to own their own ―internet country‖ (.pfizer and
.lilly respectively). The new gTLDs are expected to be finalized in 2013
and are set to change the entire landscape of the web.



  www.inventivhealth.com
           Second Level Domain                 Top Level Domain
                                             (This is what’s changing)
PROTECTIVE MOVES:
   CRISIS URL MANAGEMENT
   Drug and device companies have become fairly expert at scooping
   up URLs for proposed product names, campaigns, even common
   category phrases.

   But this year we’re seeing a new, more defensive strategy. Brands
   are buying up URLs that could be considered derogatory to their
   brand or leadership.

   Abbott Labs decided to fend off mischief
   makers by using URL acquisition to protect
   the name of their new CEO. They registered
   at least two dozen domain names related to
   Gonzalez, including those as simple as
   RichardAGonzales.com, and as potentially
   trouble-making as RichardGonzalezsucks.us




Pharmalot, 2012
LONG TAIL WORD PLAY:
OWNING KEY WORDS
More than 99% of banner ads are never clicked. But, that doesn’t
mean they don’t make an impact. Banners are about branding,
too. People will see a banner (or a television ad, or a print
campaign) and then use a search engine to find the brand or –
importantly – a key claim.

That behavior is still trackable. And, it’s increasingly important to drug and
device manufacturers. They’re consulting key word research to shape copy
and pick terms and ideas that the brand can either own or benefit from the
search results of.
OUR OPPORTUNITY
The next trends to move from
early adoption to everyone
THE NEXT RX:
HEALTH APPS
Since 2010 about 10 percent of American adults with mobile
phones have had some kind of app on their phone that
helps them track or manage their health. Every year, Pew
reports a new number – and, every year, it’s the same.

                  New potential: More than 50% of physicians
                  recommend specific websites to patients. With more
                  smartphones and iPads at the point of care, they may
                  start to recommend apps, too.

                  A study by Mitchell Research and Communications
                  revealed that 60% of Boomers would download a health
                  app recommended by a doctor. Patients with chronic or
                  life threatening conditions were 70 percent more likely
                  to download an app to track their medical issues than
                  those with more general health and fitness concerns.



                                                       Manhattan Research, 2012
AMBIENT HEALTH:
CONNECTED HOUSES AND CARS
We’ve seen the models of cars that track your blood
pressures, houses that know when it’s time to take a
prescription, wholly connected worlds around health. But,
most of our cars and homes have yet to give us that kind of
health support.

New potential: Two new shifts are
making mass adoption of connected
homes and cars possible. Common
industry standards are being identified
that will allow all these devices work
together. And, telecom providers are
building new solution sets that are
entirely modular (no significant
integrations required).
TAP AND GO:
MOBILE PAYMENT
By now, you’ve heard the bad news: The new iPhone
doesn’t have NFC. That tap-to-share technology that’s
increasingly common on Android phones was set to replace
QR codes, card swipes and other modern inconveniences in
one fell swoop. If only Apple would have adopted…
New potential: The need for a quicker, more convenient way to share
information is the focus of a number of mobile wallet initiatives, championed
by banks, telecom providers and other experience heavyweights. The solutions
they find and propagate will power all the sharing the marketing department
ever imagined.
THANK YOU
To discuss this report live or request a presentation of trends,
please contact Leigh Householder at 614-543-6496 or
leigh.householder@gsw-w.com



Visit us as gsw-w.com
Or at facebook.com/GSWWorldwide

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2013 digital trends for healthcare

  • 1. HEALTHCARE 2013 DIGITAL TRENDS Third annual report on our world, our industry and our opportunity
  • 2. ABOUT THIS PRESENTATION Our third-annual digital trends in healthcare report was co-created by digital enthusiasts throughout GSW and at our sister agencies. Key contributors included: Abdul Khimani, Amy Morrison, Leigh Householder, Patrick Ortlieb, Patrick Richard, Phil Storer, Ryan Deshazer, Sarah Tang, Scott Holley, Stephan Saba, Tyler Durbin, Wade Taubken, Whitney Poma To discuss this report live or request a presentation of trends, please contact Leigh Householder at 614-543-6496 or leigh.householder@gsw-w.com
  • 3. DIGITAL IN CONTEXT: FOUR KEY BUSINESS TRENDS In the last decade, our industry 2. Biologic innovation: Biologics are brought 300 new drugs to market, filling pipelines with the next created new categories of care, and generation of "blockbusters.‖ These served millions with a single more expensive drugs serve smaller compound. The years ahead will look patient populations and will demand very different, driven by four key both payer partnerships and new trends: levels of patient service. 1. Commoditization: Increasingly, 3. Fewer Human Connections: The we’ll see drugs that are 5th, 6th, 7th explosion of specialty pharma, payer to market with small feature interventions, and digital consultations differentiation and limited impact. will continue to make medicine more Generic erosion and off-label writing remote and disconnected from the will further muddy crowded core human interactions that once categories. drove experience.
  • 4. 4. DIGITAL TAKES THE LEAD IN THE MARKETING SUITE A recent survey found that pharmaceutical manufacturers increased the involvement of digital media in their marketing mixes from 27.6% in 2009 to 48.8% in 2011. In 2013, it’s expected to take a firm lead in marketing investment. Let’s take a look at just what digital can do: ―Pharmaceutical Digital Marketing and Social Media,‖ a study published by Cutting Edge Information, 2012
  • 5. OUR WORLD Trends changing how we live and work
  • 6. OVERVIEW 1 2 3 FULL KNOW ME COMMON MOBILITY EXPECTATION INTEREST 4 5 QUANTIFIED DIVIDED IMPACT ATTENTION
  • 7. 1 FULL MOBILITY In 2013, mobile phones will overtake PCs as the most common way to access the web. Gartner, 2012
  • 8. Increasingly mobile users won’t differentiate between devices, they’ll move seamlessly between them. Expecting to be able to find everything they need on any device — phone, reader, tablet, laptop — they might be carrying. And, augmenting the experience of a big screen — gaming, television, movie — with what they can find on smaller screens. Our opportunity is to think about mobilty, not mobile. Stephan Saba VP, Digital Strategy GSW Worldwide
  • 9. MOBILE ACCESS: MY PERSONAL CLOUD After all the technical hub- bub about 2012 being the year of mega servers and enterprise clouds, 2013 is set to make the cloud easy and personal. These personal clouds will be the single biggest enabler of mobility. The number of personal cloud subscriptions worldwide topped 375 million in the first half of 2012. They’re expected to more than double in 2013. IHS iSuppli, 2012
  • 10. MOBILE TOOLS: A TABLET UNDER EVERY TREE Tablet sales will more than double this Christmas, grabbing the largest slice of the consumer electronics market. Apple’s iPad and iOS software will continue to lead this holiday season, but by mid 2013, we expect the Android platform to own the critical 50%+ of the market.
  • 11. MOBILE ADOPTION: NEWLY MOBILE SENIOR SET More seniors than teens own tablets. Texting and growing smartphone adoption are adding to the mobility of people ages 65+ 13% 8% Of people 65+ own Of people 65+ own 34% smartphones tablets Of people 65+ send and receive texts Compare to: Compare to: 46% of all adults 5.5% of 13–15 year Compare to: 34% of 50–64 year olds 80% of all adults olds 20% of 35–44 year 72% of 50–64 year olds olds Pew Internet and American Life Project, 2012
  • 12. 2 KNOW ME EXPECTATION Online consumers expect companies to use what they know to tailor digital experiences to their needs.
  • 13. Imagine your own digital identity trail: what you’ve searched, bought, shared, and recommended. When and where you’ve logged on and what devices you rely on. It’s a rich view into your preferences and a strong predictor of what else you’ll care about. And, importantly, it’s something most digital consumers expect brands to use. Increasingly, they expect brands to use what they know to create more relevant experiences, deliver custom offers, and make meaningful recommendations. That’s creating a new digital divide – between the companies that ―know me‖ and companies that pretend we’ve just met. Abdul Khimani Director of Analytics GSW Worldwide
  • 14. THE NEW DECISION SET: SOLOMO When someone visits a website, we immediately know three things: what device they’re using, where they’re located and what time of day it is. If they’re logged in, we can add another dimension: who they’re connected to. SoLoMo stands for social-local- mobile. It’s an emerging new standard for apps, search and experience. One focused on using what we know about people to give them highly-targeted, context-rich communications that are immediately actionable.
  • 15. A FAIR TRADE: IDENTITY AS CURRENCY There’s one thing you can’t buy online: Privacy. Instead, people trade it – sharing personal identity for access and free services, while constantly renegotiating what they’ll share and for how much. Universal login options – like ―sign in with Facebook‖ – simplify signup, but increase questions about identity and access. How much do you need to know to send me a coupon?
  • 16. A NEW THIN LINE: COOL OR CREEPY? People expect apps and websites to be customized based on their preferences and behavior, but not too customized … Retailers like Urban Outfitters have seen a backlash when personalization got too presumptuous and overt. It turns out that hyper-customization may produce reactions similar to the ―uncanny valley‖ effect in robotics in which people find themselves repulsed by humanoids that too closely resemble human beings.
  • 17. 3 COMMON INTEREST COMMUNITIES Smaller social communities connect people around common interests or geographies.
  • 18. This isn’t another prediction about the end of Facebook. Instead it’s a next era of adoption. People will continue to use Facebook for broad updates and ambient connections. But, they’ll also increasingly use niche communities to go deep with people and media they care about. Whitney Poma Social Media Analyst GSW Worldwide
  • 19. POWERFUL PHOTOS: TO PIN OR FILTER? The current darlings of interest-based social media appeal to users’ creativity. On instagram, users apply filters to upgrade digital photos. On Pinterest, they amass visual collections of inspiration. Through Spotify, they can share best-ever playlists. What social network got to 10 million users the fastest? Not Facebook, Pinterest.
  • 20. SMALLER NETWORKS: THE NEW “IN” CROWD Remember Dunbar’s number? It’s the equation that points to how many friends — people you have some kind of reciprocated relationship with — you can really have. It’s 150 — despite what your current Facebook count might tell you. Micro communities like Path couldn’t agree more. They use friend limits to make you choose who your real friends are. Nextdoor uses geography to keep networks intimate. Users join with their home address and are automatically placed into a home neighborhood. All their connections and content come from people who live nearby.
  • 21. CONNECTED CORPORATIONS: WANT TO CHATTER? A growing number of companies are using internal social networks to encourage employees to share their thoughts, opinions and ideas with their colleagues. Nearly 100,000 companies use the industry-leading solution, Chatter, by Salesforce.com
  • 22. 4 QUANTIFIED IMPACT Once just a nation of calorie counters, America is now home to a critical mass of self-trackers.
  • 23. Quantified self enthusiasts have long believed that measuring your everyday activities can help improve your quality of life. Their commitment to tracking went mainstream when clip-on and slip-on trackers made it easier than ever to find out just what kind of impact exercise, sleeping and eating are really having on health goals. Patrick Richard VP, Digital Strategist GSW Worldwide
  • 24. PART OF A GROUNDSWELL: 70% OF AMERICANS ARE SELF- TRACKING Sixty percent of Americans are tracking weight, diet, or exercise. One-third track health indicators or symptoms, and one-third are tracking a health indicator for a loved one they care for. Altogether that adds up to 7 out of 10 doing some kind of self-tracking, but only about a fifth are using technology like mobile devices to keep track. Pew Internet and American Life Project, 2012
  • 25. BUILT-IN COMPETITION: EVERY WORKOUT IS BRAGGING RIGHTS Wearable self-trackers like the Fuel, Fitbit, Nike+ and others add a competitive element to tracking by recording distance, pace, time, and calories burned. When those numbers are posted to social networks, the competition (and the swagger) are even greater.
  • 26. A MATTER OF DEGREE: TRACKING CAN BE ONE NUMBER OR A PERSONAL DASHBOARD Today’s home trackers let people evaluate multiple, interconnected parts of their lives. They can track vitals, sleep, eating, exercise, supplements and more to understand what inputs create a better day and what ones just aren’t working. Others use a simpler approach: The Skinny Jeans Tracker: Someone who is tracking their weight only by noticing when they can’t fit into a certain pair of pants.
  • 27. 5THE DIVIDED ATTENTION ECONOMY The new multi-tasking norm means real attention is really valuable.
  • 28. We’ve been busily multi-tasking for a decade, constantly feeling as though we may run out of the time we need to complete any one thing. With ubiquitous access to a constant stream of information, multi-tasking in today’s always-on, always-connected world has evolved into hyper-tasking: a state beyond the office that is pervasive in all aspects of our lives. Sarah Tang Sr Digital Strategist JSA and GSW Canada
  • 29. NEW RITUALS: FOCUS IS LOVE Keeping all that multitasking from interfering with real life isn’t easy. At work, at home, and on the go, people have created new rituals designed to give them time to focus. Companies have banned internal emails at least one day / week, families have strictly limited total screen time (not just TV or phone), and friends around the world have started stacking their phones at dinner. Phone stack: When friends and family are together for a meal, everyone stacks their phones in the middle of the table. First to pick up their phone, pays the bill for all.
  • 30. MULTI-LAYER ENTERTAINMENT: TV VIEWING CHANGED FOREVER More than 70% of us use some time shift features on our televisions. An equal amount consume multiple mediums at a time with television + internet being the biggest combination. Add in living room game stations, interactive commercials, and set-top boxes that seamlessly stream personal content into typical television programming and you’ve got a whole new era of viewing. Social brings back appointment TV: Twitter has brought the water cooler to the TV show in real time. You no longer have to wait until the next day to discuss what happened with your friends – you can discuss it, as it’s happening, with everyone in the world who is watching. BIGresearch, 2012
  • 31. NEW NEEDS: POWER SEEKERS Maybe you’ve had the juice jitters? Under 20% battery life left on your favorite device with a long flight (or meeting or dinner) ahead and no outlets in sight. It’s a modern horror story. At conferences, behind neighborhood bars and even through fences during power outages, sharing power is the 21st Century’s go-to random act of kindness.
  • 32. OUR INDUSTRY Trends changing healthcare marketing
  • 33. OVERVIEW 1 2 3 4 MOBILE SHARING RETAIL SELF- CONTENT FOCUS SCREENS CARE CONNECTION 5 6 7 8 MAINSTREAM RECLAIMING COMPETITIVE DIGITAL TELEHEALTH DATA LEARNING IP
  • 34. 1 MOBILE FOCUS Pharma is putting mobile first, creating new kinds of tools and support systems and building lasting connections.
  • 35. For years, we always started with a website. Today, we design for the user and the user’s needs/goals first—the platform is secondary or tertiary. Our work must, first and foremost, be about finding the customer, wherever they are and on whatever device they’re using, and making sure they have a consistent, satisfactory and, dare I say, delightful, experience. Amy Morrison Director of Strategy and Planning Blue Diesel
  • 36. PROVEN PLATFORM: SMS AT THE CORE OF MOBILE HEALTH From supporting pregnant women to helping people quit smoking to dealing with cancer pain, simple text messages have proven to be a powerful tool in supporting better outcomes. One example: An integrated report, based on five studies, with a total of more than 9,000 participants, found that smokers who used mobile messaging interventions were twice as likely to make it six months without smoking as those who didn’t.
  • 37. TRENDING APPROACH: RESPONSIVE RX The growth of mobile access and the fragmented mobile OS and device ecosystems associated with it have led drug and device manufacturers to look for a better way to create websites that are usable on any screen. In 2012, many began using responsive design. In 2013, we expect that adoption to more than double. Responsive design means designing a website/app that will work on any screen size by responding and adapting to it. No more separate sites for each device. In addition to improving usability and simplifying development, responsive design has two other critical benefits – Google calls it an SEO best practice and analytics junkies say it lets you better compare content use across screens and locations.
  • 38. NEW TEAMS: PHARMA TAKES MHEALTH BEYOND MARKETING Pharma leaders are increasingly turning toward integrated teams to develop mobile initiatives that go beyond the scope of individual departments. They’re incorporating the efforts of marketing, medical affairs and IT within new mobile health teams and task forces. Cutting Edge Info, Pharmaceutical Mobile Health, 2012
  • 39. 2 SHARING SCREENS Looking at a screen is increasingly a collaborative experience, one that earns attention and promotes understanding.
  • 40. Reps told us doctors were taking the iPads right out of their hands. They don’t want to watch another presentation, they want to be part of a real conversation – interacting with data, trying out formulas, and exploring. That’s changed the way we think about developing for the screen. Tyler Durbin Product Manager iQ, the innovation lab of GSW Worldwide
  • 41. EASIER ACCESS: AN IPAD FOR YOUR POCKET 62% of physicians already own an iPad (or another tablet), but, in the weeks before the launch of the iPad mini, 1/3 told Epocrates they planned to buy the new smaller version. Their #1 reason: easier to carry it around with them on rounds. Manhattan Research, Epocrates, 2012
  • 42. INTERACTIVE SALES: CO-PRESENTING An emerging new generation of sales tools are designed to get doctors involved. They leverage the touchscreen interface of the iPad with remote control peripherals and build-it-together profiles, formularies and MOAs that are simplified to make participation easy and rewarding. At the pharmacy counter, patients are getting hands-on, too. Kiosks and docked iPads let them answer questions critical to care. Using one app created at Purdue University, they can tap answers to five questions that will catch 60 percent of all known medication side effects.
  • 43. TEACHING MOMENTS: NEW TOOLS FOR POINT OF CARE In late 2012, Epocrates joined GE and others in creating point-of-care teaching tools designed just for the iPad. The need is clear: although 78% of doctors believe they bear primary responsibility for good communication with patients about their treatment, a full 75% of patients leave their physician’s office without appropriate information to explain their illness or treatment. Some tools, including Fluent, created by GSW Worldwide, include a custom education packet that lets patients take home personalized documentation about what they discussed. The Schwartz Center For Compassionate Healthcare, Spring/Summer 2011 National Academy on an Aging Society
  • 44. 3 RETAIL SELF CARE Great new health tools that actually fit in our lives are bringing healthcare home.
  • 45. Never before in history have patients and practitioners had better access to personalized health data. Patients and practitioners are already swapping data points to inform decisions and track outcomes. Soon, this confluence of clinical and self-care data will transform expectations of the traditional health app. Next generation apps and third-party peripherals will have simpler user-interfaces, be more customizable to flex with the nuances of personalized health, and ultimately, more insightful—driving additional decisions both in-and-out of the exam room. Patrick Ortlieb Director, Strategic Services Blue Diesel
  • 46. FINALLY: HEALTH DEVICES THAT WORK WITH OUR DEVICES When you walk into the Apple store today, you’ll see the newest Macbooks, iPhone 5s, and an entire shelf of medical devices— from Sanofi’s blood glucose monitor to Withings blood pressure cuff. These new devices are designed with simple, consumer interfaces and plug easily into our favorites devices for self tracking or EMR synching.
  • 47. QUANTIFIED HEALTH: DRIVE TO WEARABLES The latest industry models point to a doubling of the wearables market by 2014 – with parity between the fitness and health markets by 2017. These body monitoring sensors – like Fitbit – were born of the retail, exercise marketplace, but are quickly finding a foothold in healthcare. Early predictions are that smart clothing designed to track nutrition and continuous glucose monitors will be the first to dominate the wearable health market. Juniper, IMS, 2012
  • 48. FROM PILOT TO PROOF: TELECOMS BRING REMOTE MONITORING TO MASSES Early remote monitoring studies heralded fantastic results – improving everything from compliance to safety to outcomes. Now, it’s traditional telecom companies trying to grow big new markets around the promising technology. AT&T has an entire in-home monitoring suite with 24/7 nurse support. Rogers Communications is offering infant pajamas with built-in biosensors. And Verizon has made a big investment in in- vehicle monitoring.
  • 49. 4 CONNECTION THROUGH CONTENT For xxx curious spiders and curious people, the most effective marketing starts with content.
  • 50. Content strategy is essential for the semantically driven future in search. Technical on-and off-page SEO factors will continue to see a decline in importance. The most compelling and desirable content will win. The opportunities to answer people’s questions, tell stories through social, and promote individual expertise are almost endless. Ryan Deshazer SVP, Digital Experience GSW Worldwide
  • 51. ORIGINAL PROGRAMMING: PHARMA PARTNERS TO CREATE ENTERTAINING MEDIA It all started with J&J. A video on their popular YouTube channel could earn hundreds of thousands of views with little or no promotion. That led device and drug companies to craft their own strategies based on content. One popular answer seems to be partnerships with major media companies. Lilly’s deep collaboration with Disney has created multiple books for families dealing with Diabetes (and even a character with Type 1). Sanofi’s latest effort is a national call for people with diabetes who want to co-star with Elizabeth Perkins in an upcoming documentary series.
  • 52. THE NEW KOLs: AUTHOR AUTHORITY AND GOOGLE Content alone has ceased to be king. The new opportunity is content + thought leadership. That means you’ll see a growing number of pharma companies cultivating the online personas of their most talented employees. The impetus is an algorithm. Google now allows individual content creators to ―claim‖ the content they author through placement of a HTML attribute, rel=author. According to Google, that rel=author attribute is in effect for ~20% of all search queries.
  • 53. CURATION NATION: PHARMA FINDS THE “BEST OF” With almost 200 million websites and over half a million apps to choose from, many of today’s searchers are overwhelmed. They don’t want more opinions, they want a clear path to the most relevant, credible ones. That’s led leaders like Boehringer Ingelheim and Genentech to rethink their content investment: from creation to curation. They bring together the information people are looking for in one, easy-to-navigate space. iTunes is doing a little of its own curation for health by serving up the very best apps for HCPs.
  • 54. 5 MAINSTREAM TELEHEALTH Once relegated to rural areas, telehealth is now a major player in medicine – and, it’s expected to double in size in the next two years.
  • 55. Once the topic of futuristic videos (in which your doctor beams into your living room on a big screen and takes your vital with flashes of light), telehealth is now part of the every day practice of medicine. Chances are you already have access. In fact, a critical mass of insurance plans and practice programs actively encourage members to interact with their doctors through video, email or text messaging. Leigh Householder VP, Experience Strategy and Innovation GSW Worldwide
  • 56. A SIMPLER SOLUTION: FOR EVERY DAY HEALTH, TELEMEDICINE JUST WORKS A recent study by the Affiliated Workers Association, found that more than 36 million Americans have used telemedicine. For simple consults, the practice makes sense. The American Medical Association says that as many as 70% of doctor office visits are for information or matters that can be handled over the phone.
  • 57. AN EARLY LEADER: VETERANS HAVE ACCESS TO CUTTING EDGE TELEHEALTH The VA has used telehealth to connect with an estimated 460,000 veterans in the past year and is looking to double that number in the coming year with an aggressive campaign that includes new and expanded services. Today, the program offers apps, home videos visits, even educational iPads for caregivers. The VA's telehealth program has seen 30 percent reduction in bed days of care and 80 percent patient satisfaction rates and saved an estimated $1,900 per person annually and consistently since 2005, moving it well beyond the "pilot" stage.
  • 58. AN ISSUE: REIMBURSEMENT IS IMPROVING, BUT A NEW CHALLENGE REMAINS Advocates on all sides are working together to tackle the single biggest challenge to telehealth: Reimbursement. Phone calls, emails, even video chats aren’t typically covered the same way an in-person appointment is. In July, Michigan became the 15th state to pass private payer telehealth reimbursement. Others are considering legislation. A new challenge: When fewer visits are in-person, will education falter? Today, the physician-provided patient education drug and device companies create is still largely printed and shared in office or read in a waiting room. How will it evolve to be part of telehealth?
  • 59. 6 RECLAIMING DATA The work that breaks through isn’t just creative or even cutting edge, it’s connected. That kind of work starts with just one thing: data
  • 60. We know a lot more than we let on. Pharma’s databases are rich with insight – what people want, what they use, where they go, and what they share. For years, we’ve let that information go unused – considering it in aggregate, but not putting it to work. This year, that changes in a big way. In 2013 pharma will put data to work. Phil Storer VP. Digital Strategist Navicor
  • 61. LIVE VIEW: OPTIMIZATION STARTS WITH BETTER KPIs Metrics don’t end the discussion in pharma today – they start it. The favorite two questions: What do we want to accomplish and how will we measure success? Look to 2013 plans to include benchmarked KPIs, live dashboards, and triggers for optimization and improvement.
  • 62. PERSONAL CONNECTION: A NEW FOCUS ON CRM In the last few years, pharma has focused on triggered marketing to create a sense of relevance. A series of standardized messages would start when a particular event happened – like joining a program or starting an Rx. In 2013, pharma will start a new era of CRM – one that looks much more like consumer marketing with personalized content, retrigger strategies, and multichannel integration. Look for individual data to drive both the content and the results.
  • 63. MOTHERLOAD: EMR WILL DELIVER LARGEST CACHE OF CLINICAL DATA EVER It will blow away the idea of a sample and create a holistic view of American health. Its eventual integration with social media / social intelligence will show the health connections between people and populations. In this new era, a patient profile won’t be a paragraph, it will be a search algorithm. Social data: Adam Sadilek at the University of Rochester and his team analyzed 4.4 million GPS- tagged Tweets from over 600,000 users in New York City over the course of one month to understand flu trends. They were able to create models that not only showed the instance of disease, but also predicted who would catch the flu next.
  • 64. 7 COMPETITIVE LEARNING Why study when you can play and learn?
  • 65. I read once that the beauty of a game is that it gives you a goal. People will work longer and harder when they have a goal. And, when they’re trying to beat the person next to them to reach that goal? Well, that’s where the real intensity begins. We used to call this kind of gaming ―edutainment.‖ Today, it’s a lot more sophisticated than that – bringing the best of psychology, information design and wicked good Ux to create addictive competitive learning. Wade Taubken VP, Digital Strategy GSW Worldwide
  • 66. LET’S PLAY: CONFERENCES GET FUN AGAIN There’s a new era of play happening at medical conferences around the country. One that borrows from the fun, interactive interfaces Wii has brought to our living rooms and Rovio and others have brought to mobile gaming. These hands-on competitive learning booths challenge participants with one-on- one competitions and group play. Physicians are definitely ready to play. Brands who’ve used the iQ.Rival touchscreen game report that docs have queued up to play and often returned to try to preserve their place on the leader board throughout the day.
  • 67. PEER REVIEWED: NEW JOURNAL, NEW RESPECT 2012 saw the release of a first-of-its kind peer-reviewed journal for health games. The bi-monthly pub is dedicated to the development, use, and applications of game technology for improving physical and mental health and well-being. It’s the first to address this emerging, widely-recognized, and increasingly adopted area of healthcare. The Robert Wood Johnson Foundation also has invested in proving the value of competitive learning. Their Games for Health project has held national and regional conferences to bring experts together to model new ideas and share emerging best practices.
  • 68. SIMPLY PUT: GAMES MAKE BETTER PATIENTS A growing body of research is showing that games are a ―non- pharmacological intervention‖ that can actually help people be better patients – by increasing their engagement in care, improving adherence, and boosting resilience. A recent publication called "Patient- Empowerment Interactive Technologies‖ described how therapeutic video games, including the Patient Empowerment Exercise Video Game (PE Game), can help improve resilience, empowerment, and a "fighting spirit" for pediatric oncology patients. Other games, including Avatar Alerts, are specifically designed to promote behavior change and adherence. Games and competitive learning will play a growing role in finding the right way to engage and educate each patient to improve overall outcomes.
  • 69. 8 DIGITAL IP It’s time to own what’s ours on the WWW.
  • 70. When ICANN began accepting nominations for new Top Level Domain names this year, we weren’t surprised to see pharma leaders quickly submit applications. The industry has increased its focus on what it can own online – investing in protecting not only brand names, but also taglines, campaign language, even the names of company leaders.
  • 71. TOP LEVEL DOMAINS: THE NEXT DOT-COM IS DOT-YOU In 2012, ICANN (Internet Corporation for Assigned Names and Numbers) started to change the way the Internet is organized. No longer would dot-coms and dot-nets be the only addresses you could buy. Instead, companies could apply to register for any generic Top Level Domain name. The cost was steep, but industry leaders – including Pfizer and Eli Lilly – didn’t miss the chance to own their own ―internet country‖ (.pfizer and .lilly respectively). The new gTLDs are expected to be finalized in 2013 and are set to change the entire landscape of the web. www.inventivhealth.com Second Level Domain Top Level Domain (This is what’s changing)
  • 72. PROTECTIVE MOVES: CRISIS URL MANAGEMENT Drug and device companies have become fairly expert at scooping up URLs for proposed product names, campaigns, even common category phrases. But this year we’re seeing a new, more defensive strategy. Brands are buying up URLs that could be considered derogatory to their brand or leadership. Abbott Labs decided to fend off mischief makers by using URL acquisition to protect the name of their new CEO. They registered at least two dozen domain names related to Gonzalez, including those as simple as RichardAGonzales.com, and as potentially trouble-making as RichardGonzalezsucks.us Pharmalot, 2012
  • 73. LONG TAIL WORD PLAY: OWNING KEY WORDS More than 99% of banner ads are never clicked. But, that doesn’t mean they don’t make an impact. Banners are about branding, too. People will see a banner (or a television ad, or a print campaign) and then use a search engine to find the brand or – importantly – a key claim. That behavior is still trackable. And, it’s increasingly important to drug and device manufacturers. They’re consulting key word research to shape copy and pick terms and ideas that the brand can either own or benefit from the search results of.
  • 74. OUR OPPORTUNITY The next trends to move from early adoption to everyone
  • 75. THE NEXT RX: HEALTH APPS Since 2010 about 10 percent of American adults with mobile phones have had some kind of app on their phone that helps them track or manage their health. Every year, Pew reports a new number – and, every year, it’s the same. New potential: More than 50% of physicians recommend specific websites to patients. With more smartphones and iPads at the point of care, they may start to recommend apps, too. A study by Mitchell Research and Communications revealed that 60% of Boomers would download a health app recommended by a doctor. Patients with chronic or life threatening conditions were 70 percent more likely to download an app to track their medical issues than those with more general health and fitness concerns. Manhattan Research, 2012
  • 76. AMBIENT HEALTH: CONNECTED HOUSES AND CARS We’ve seen the models of cars that track your blood pressures, houses that know when it’s time to take a prescription, wholly connected worlds around health. But, most of our cars and homes have yet to give us that kind of health support. New potential: Two new shifts are making mass adoption of connected homes and cars possible. Common industry standards are being identified that will allow all these devices work together. And, telecom providers are building new solution sets that are entirely modular (no significant integrations required).
  • 77. TAP AND GO: MOBILE PAYMENT By now, you’ve heard the bad news: The new iPhone doesn’t have NFC. That tap-to-share technology that’s increasingly common on Android phones was set to replace QR codes, card swipes and other modern inconveniences in one fell swoop. If only Apple would have adopted… New potential: The need for a quicker, more convenient way to share information is the focus of a number of mobile wallet initiatives, championed by banks, telecom providers and other experience heavyweights. The solutions they find and propagate will power all the sharing the marketing department ever imagined.
  • 78. THANK YOU To discuss this report live or request a presentation of trends, please contact Leigh Householder at 614-543-6496 or leigh.householder@gsw-w.com Visit us as gsw-w.com Or at facebook.com/GSWWorldwide

Hinweis der Redaktion

  1. Surge in loyalty and affinity >> from airline miles to punch cards to we’ll follow you
  2. DMITRI SIEGEL, until last year a marketing executive at Urban Outfitters, thought he had hit on a novel idea to personalize the company’s Web site for frequent customers. He would make it easier for female shoppers to peruse women’s apparel and for men to concentrate on men’s clothing by altering the site’s product displays to match a user’s gender.Enlarge This ImageYuko ShimizuUnknown to many consumers, a firm called Monetate helps businesses fine-tune their online marketing by analyzing individuals’ locations and behavior.It seemed like a no-brainer.“If you could just stop marketing dresses to men, it would be amazing,” Mr. Siegel said last week about his thought process at the time.With the help of a Web site testing and optimization company called Monetate, Mr. Siegel experimented with gender personalization on the site. But it roundly backfired. It turned out that many female Urban Outfitters customers regularly bought men’s items and they took offense at being subjected to gender-based marketing.“We saw customer frustration at being targeted outweigh any benefit,” said Mr. Siegel, now the vice president of global e-commerce at Patagonia. “If you got it wrong once, it outweighed getting it right 10 times.”
  3. POC, POS
  4. http://www.sciencedaily.com/releases/2012/09/120919142006.htm