At Just Worldwide, we know our team members are our strongest assets, they are at the heart of everything we do and achieve. In our spotlights we'll introduce you to members of the Just Worldwide team who will discuss their journey in market research, achievements and highlights of their roles. Let's meet Ayako Takemori from Just Worldwide Japan, in this interview Ayako talks about how her background as a medical sales representative influences how she approaches participant recruitment.
What inspired you to transition from being a medical sales representative to becoming a community manager? Were there any specific experiences that influenced your decision?
As a medical sales representative, I aimed to help more patients recover from their illnesses by using the medicine from the company I worked for, hoping to make a meaningful contribution to the development of healthcare. However, since sales representatives were not allowed to contact patients directly, I could only provide information to medical professionals. In contrast, working in Just Worldwide allows me to communicate not only with doctors but with patients and caregivers as well. The ability to convey the voices of healthcare professionals (HCPs) and patients beyond companies is particularly appealing to me.
Moreover, my experience as a rare disease patient and as the caregiver for my son, who was born prematurely and was hospitalized several times due to severe pneumonia, were major factors in my decision to transition. I was diagnosed with a rare blood disease when I was pregnant with my first son in 2009. Having experienced the loneliness and challenges of being a rare disease patient, I find it incredibly rewarding to create a space where patients can share their journeys.
Every superhero faces challenges - Can you describe some of the challenges you faced during your transition, and how you overcame them? Any funny stories from those tough times?
In my previous role, I would visit hospitals and clinics to speak with physicians face-to-face. However, in my current role as Community Manager, I primarily communicate with doctors via email, which initially made me concerned about whether I could effectively engage with physicians I had never met in person. Over time, I’ve come to understand the personalities of these physicians through email and phone communication, and I am now completely comfortable communicating this way, finding it to be highly efficient. Additionally, when my team hosts interviews, that assists in deepening our understanding of the physicians and help in building relationships for the future.
Being accurate and meticulous is crucial in this job, as we manage the fieldwork situations of various participants simultaneously, which must be handled with care. Many doctors are very busy, requiring special consideration, particularly when rescheduling interviews due to delays in materials or when needing to decline their participation in a survey. In my previous job, it was rare for me to ask a doctor to accommodate a request for my own reasons, so adapting to these challenging situations was difficult at first. I overcame these difficulties by ensuring that physicians understood the market research process and by always responding with sincerity.
Building relationships can be like matchmaking! What unique or creative strategies did you employ to connect with physicians and patients in Japan?
We are continuously expanding our HCP panel by strategically inviting physicians to participate in surveys that align with their areas of expertise, increasing their likelihood of participation. We gather detailed information about them through email correspondence and interviews, allowing us to match them with the most suitable surveys. For example, we know which doctors are best suited for VCL.
Since patients are often completely unfamiliar with market research, we prioritize clear communication, explaining the survey participation process in detail to alleviate any concerns. We also provide support with online platforms and follow up multiple times if patients face difficulties with pre-tasks.
Additionally, it is effective to call them directly to understand their situation before an interview. After the interview, when we ask participants if they would be interested in future surveys, most say yes, which enables us to steadily grow our panel.
How did your previous experience in medical sales help you in your role as a community manager? Were there any skills that proved particularly valuable?
During the six months of training to become a medical sales representative, I gained extensive knowledge about the medical industry, diseases, and pharmacology. Engaging in discussions with doctors and other medical professionals helped me deepen my understanding, and I also became familiar with the Japanese healthcare system — all of which have been highly beneficial in my current role in Just Worldwide. The projects I handle now are diverse and often cover up-to-date topics, many of which are new to me. However, my background knowledge of the medical industry often makes it easier for me to grasp these new topics.
Can you share a memorable success story or achievement from your time in building the physician and patient panel that had a significant impact on the community? Maybe something unexpected happened during your efforts to build the physician and patient panel that made it all the more rewarding?
Having personal interaction with physicians and patients who have participated in our panels, it’s incredibly rewarding to hear their words of appreciation and encouragement.
We often contact patients multiple times to assist them throughout fieldwork. Through these communications, we build strong, trusting relationships. One of my most cherished memories is receiving handmade sweets and a letter from a patient who participated in the survey.
We have also had patients who found their participation meaningful and decided to share our posts on social media, encouraging other patients to participate. This kind of support is something we deeply appreciate.
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