Woven Insights
Woven Health Collective partnered with argenx to address one of the most critical challenges facing modern biopharmaceutical field teams—establishing true cross-functional collaboration. This joint initiative has resulted in the creation of "XFTengage," an innovative web-based tool built on Adobe Experience Manager. The tool visually maps field roles and responsibilities throughout the patient journey, identifies collaboration points, and fosters operational excellence, impacting over 300 field-based employees across nine key roles. This project was recently recognized as the LTEN 2025 Excellence Award Winner for Technological Innovation.
The argenx cross-functional customer engagement: XFTengage tool, is a true reflection of bold thinking, strategic learning, and seamless teamwork between a life sciences company and its vendor partner.
the challenge
As argenx expanded its field teams, the need for clear definitions of responsibilities and enhanced communication became apparent. With more than 300 employees in roles such as field clinical educators, nurse case managers, MSLs, and regional account directors, confusion over collaboration and impact threatened operational efficiency and patient outcomes. These complex teams required an integrated understanding of patient and HCP pathways to deliver optimal experiences, but silos, role ambiguity, and inconsistent communication persisted.
the solution
Woven Health Collective and argenx co-developed "XFTengage," an interactive, learner-centered web tool designed to promote an innovative approach to teamwork and customer engagement. Through a thorough needs assessment, including interviews and collaborative design sessions, the teams identified the requirements for a program that would clarify roles, highlight collaboration opportunities, and adapt to ongoing feedback.
Adobe Experience Manager was selected for its scalability, templating, and ease of updates. Key stakeholders from business information services and compliance were deeply involved in the iterative development process, ensuring that every stage prioritized inclusivity, alignment, and utility. The result was a visual, accessible mapping tool with built-in feedback mechanisms and quarterly review cadences for continuous improvement.
the impact
XFTengage has made significant strides in improving cross-functional understanding and engagement at argenx even in its generative stages. The very process of developing the tool galvanized teams that historically had little direct interaction, building awareness, exposing misalignments, and prompting valuable reflection on collaborative processes. Early alpha versions received universally positive feedback, fostering excitement and organizational buy-in. Short-term, the tool accelerates onboarding and strategic planning for field-based teams, while providing new hires with immediate access to role-based knowledge. Longer term, it will position argenx for enhanced operational efficiency, robust alignment with business objectives, and superior patient and HCP experiences through clear frameworks and reduced redundancies.
the takeaways
- Stakeholder engagement drives success: Early and ongoing involvement of diverse stakeholders ensured the solution addressed real-world needs while earning widespread trust and support.
- Technology as an enabler for inclusion: Leveraging an accessible, web-based platform ensures equitable learning and engagement across backgrounds, roles, and abilities, upholding organizational commitments to inclusion.
- Iterative feedback fuels continuous improvement: The integration of feedback forms and structured update cycles turns the tool into a living system, evolving with team dynamics and maintaining relevance.
- Innovation is a journey: The collaborative process of building XFTengage uncovered valuable insights, improved cross-role harmony, and set the stage for sustained impact at both the individual and enterprise levels.
