Part two of a two-part blog
Lessons Learned from Co-Developing a Learning Management Update with a Top-10 Pharmaceutical Company
Kimberly Gardner, Associate Director And Nicholas Greaves Tunnell, Product Manager from IQVIA Technologies
May 13, 2019

“You can’t just apply technology to a broken process and expect it to work,” states Lesley Freese, director of operations. Lesley is joined by her peers Kimberly Gardner, associate director, and Nicholas Greaves-Tunnel, product manager, as they continue their conversation about what they’ve learned while co-developing the cross-trial update for the IQVIA Learning Management System (LMS).

In our last blog (the first of a two-part series), we identified some of the lessons the team learned while co-developing the cross-trial update alongside a top-10 pharmaceutical company. In this blog, we’ll wrap up with some more lessons learned, including those identified after the update was launched.

Don’t stop the feedback loop post launch

This one may seem obvious, but unfortunately sites and study teams often report that the relationships developed during the testing phase of a new technology are often abandoned post launch.

It’s critical that any organization offering a technology solution continues to solicit feedback and speak directly with their users to know what’s working and what needs further refinement. This includes understanding what features people are using or not using (and the reasons why), whether user needs match with your organization’s vision of the technology, how patches and updates impact user performance, and more.

Document all lessons learned and incorporate them into other launches

As everyone in the working world knows, no workgroup remains the same forever. As people come and go it’s not uncommon that the rationale behind decisions is lost, along with the lessons learned from past projects.

Maintaining adequate documentation of lessons learned, as well as the rationale behind key decisions, helps organizations maintain and grow the culture and reputation they’ve earned from previous endeavors. It also helps acclimate new employees while providing a sense of understanding for how the technology arrived at its present state.

Analyze and optimize the process behind the technology

As Lesley’s quote states in the opening sentence, no amount of technology will help organizations overcome a broken process. Fortunately, the pharmaceutical company that helped co-develop the cross-trial had a great process. However, as we mentioned in our last blog, they still took the time to re-evaluate the process, deciding to centralize all training under one area. This helped greatly when it came time to decide technological feature sets and capabilities.

Thus, we recommend that every organization work with their clients to analyze their processes at the beginning of each launch in order to create a foundation that works with or without the new technology, but is more efficient when paired with it.

In Closing

As we mentioned in part one, the successful launch of the IQVIA LMS cross-trial update was a result of both the work of the IQVIA LMS team and a top-10 pharmaceutical company. Both organizations worked hard to foster a positive culture that was communicative, collaborative, and honest. While not every lesson may need to be incorporated for your own organization, we hope that you’ve picked up one or two solid tips that can help you moving forward.

If you wish to hear a more in-depth explanation from Lesley, Kimberly, and Nick, please check out episodes one and two of our latest podcast, StoryTellers, at

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