HEALTHCARE RESEARCH STRATEGY · 2023
Pfizer
PACE
Ecosystem
End-to-end UX research strategy for Pfizer's Asset Care Excellence platform, spanning 10 reliability engineers across 7 countries, 6 agile sprints, and a full synthesis readout delivered to global stakeholders.
RESEARCH STRATEGY
HEURISTIC EVALUATION
USABILITY TESTING
SYTHESIS
10
USERS
7
COUNTRIES
6
SPRINTS
12
WEEKS
PACE DASHBOARD
"Identify design concerns, validate user performance measures, and deliver findings that equip global engineering teams to improve before launch."
The Pfizer Experience Design and Business Adoption team (xD&BA) was tasked with validating the newly developed PACE Global Reliability ecosystem before deployment. Product teams across Pfizer's global network needed research to confirm that their tools were meeting real user needs. My role was to design and lead the full research engagement from protocol through final synthesis, coordinating across time zones, sites, and disciplines to deliver actionable findings to stakeholders.
Designed to
surface truth
01 - Research Strategy
THE CHALLENGE
Global users, one tool, high stakes
Reliability engineers across 9 Pfizer sites in 7 countries were the primary users of PACE. Getting representative research meant coordinating remote sessions across multiple time zones while ensuring findings were comparable enough to synthesize into a single, actionable readout.
THE APPROACH
Structured research, agile delivery
The research was scoped in a multi-page protocol co-created with stakeholders, then executed across 6 two-week agile sprints. Each sprint opened with Innovation and Planning sessions and closed with synthesis. This kept stakeholders aligned and findings actionable throughout rather than only at the end.
Protocol to
synthesis
02 - The work
AGILE ROADMAP
HEURISTIC EVALUATION RESULTS
TESTING SYNTHESIS IN MIRO
FULL SYNTHESIS READOUT
Why it was
designed this way
03 - Creative Direction
01
Co-creating the protocol with stakeholders
The research protocol was built collaboratively with Pfizer stakeholders before a single session was scheduled. This ensured the research was answering the right questions, not just producing data. Alignment at the protocol stage meant fewer revisions at the readout stage.
02
Assembling a team for heuristic evaluation
Rather than conducting a solo heuristic review, I assembled a team of 2 designers and 3 researchers to evaluate the tool independently against industry standards. Multiple perspectives reduced individual bias and gave the findings institutional credibility.
03
Agile structure for a global research project
Running research across 7 countries in 6 sprints required a delivery structure that could accommodate scheduling constraints, time zones, and evolving stakeholder needs without losing rigor. The agile sprint model kept the project moving and stakeholders informed throughout.
04
Synthesis as a strategic document
The final readout deck combined heuristic scores, user interview summaries, and prioritized recommendations by criticality. It was designed to be used by both designers improving prototypes and developers making implementation decisions, so the framing had to serve both audiences simultaneously.
Research that
moves product
04 - Outcomes
Global visibility
Findings from 10 engineers across 9 sites gave Pfizer a representative view of the PACE user experience before deployment, reducing the risk of post-launch issues at scale.
Retail scalability
A full synthesis deck with prioritized recommendations by criticality gave stakeholders and developers a clear roadmap for improvements ahead of product release dates.
Benchmarking foundation
The research protocol and evaluation framework established a repeatable benchmark for future PACE research cycles, streamlining performance assessment across global sites.
MY ROLE
Sole UX researcher across strategy, execution, and synthesis.
RESEARCH STRATEGY
SYNTHESIS & READOUT
PROTOCOL AUTHORSHIP
STAKEHOLDER FACILITATION
USABILITY TESTING
HEURISTIC EVALUATION
Tools: Figma · Miro · PowerPoint · Excel · SharePoint · Microsoft Teams