Case Study: Febelco Redefines Its Customer Zone with UX Research from The Reference

Febelco redefines its customer zone with The Reference, serving 43% of Belgium's pharma market

The Reference partnered with Febelco, a leading Belgian pharmaceutical wholesaler, to address the challenge of redesigning its customer platform. Febelco needed to incorporate a new engagement program and optimize the platform's information architecture and functionality, all while maintaining a strong focus on a user-centric approach for its pharmacist customers.

The solution implemented by The Reference involved profound UX research, including customer journey workshops and usability testing with pharmacists. This process informed a comprehensive platform redesign with new features and an optimized user experience. The vendor's approach successfully integrated customer insights with business strategy, ensuring the final solution was both useful and user-friendly for Febelco's customers.

Febelco