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EphMRA 2020 MR Excellence Award – Making a Business Impact. Webinar: Seeing is Believing

September 24, 2020 @ 1:30 pm

Speakers: Lucy Oates, Research Director, Narrative Health & Natalie Ambrose, Insights Manager EMA, Johnson & Johnson Vision

Convenor: Convenor: Rachel Medcalf or Elizabeth Kehler from Adelphi


Lucy and Natalie will guide the audience through the challenges that Johnson & Johnson Vision faced in growing the contact lens market in Europe and how through gaining a deep and customer led understanding of every stage of the contact lens trial experience, they have been able to offer solutions to better meet the needs of both eyecare professionals and potential customers, to ultimately improve both the category and Acuvue brand performance.

The audience will learn:

  1. How a multi-modal approach was used to provide complimentary and customer led insight
  2. The power of in-home observational insight (as well as or in place of reported experience)
  3. How customer insight has been used throughout J&J Vision to build better solutions and relationships – internally and externally

Lucy Oates, Research Director

Lucy Oates, Research Director

Narrative Health

Lucy has been providing insights to the healthcare industry for more than a decade, working both agency and client side in companies based in both the UK and US. She has been a Research Director at Narrative Health since 2016.
A specialist in qualitative research, her passion lies in ensuring the voice of the customer can really live within organisations and is at the heart of strategy and solution development.
Lucy is proud to have been involved in a number of market research projects which have had extensive reach and impact, both within their sponsor organisations and beyond. Examples include developing educational content for GPs (built directly from research learnings) on the impact of HPV on males & male cancer, contributing to research which reported on the growing problem of self-harm in young people to the UK parliament in 2015, most recently, providing insight into the experiences of customers embarking on contact lens trials in different European countries and how these experiences – practical and emotional – ultimately impact the path to purchase in this category.

Natalie Ambrose, Insights Manager

Natalie Ambrose, Insights Manager

Johnson & Johnson Vision

Natalie has worked at Johnson & Johnson Vision since 2016, providing support to cross functional teams across the European markets. After previously having worked agency side she brought with her valuable experience and appreciation of both qualitative and quantitative research methodologies.
Her drive to be a key strategic partner and to lead with insight led recommendations has helped shape the organisations strategy across marketing, customer relations and professional development.
Natalie particularly enjoys the challenges and variety that her regional role brings as each business question requires a unique solution that is suited to both the market and consumer dynamics.
She is particularly interested in understanding how the business can help improve the consumers experience when it comes to getting contact lenses and has been involved in extensive projects across the region to identify where the pain points exist. More recently, she is proud to have been involved in supporting the businesses agile response to the COVID-19 pandemic to ensure that patients and practitioners felt supported throughout.