Healthcare transformation at scale.
GetWellNetwork is the pioneer of patient engagement solutions. Long before the Healthcare industry had a mandate that revenue and outcomes were aligned, GetWell was delivering solutions built to drive patient change.
As with many companies who grow exponentially, when you run as far, and as fast as you can, by the time you catch your breath you discover the landscape now looks fundamentally different. New competitors. Different customer expectations. Technological innovation.
GetWell's executive leaders tapped Thinktiv to help with a broad-based transformation of the business: prepare them for the next wave of success from product innovation to market positioning. For two years we worked closely with leadership, customers, and clinicians to reintroduce the most critical company in a patient's healthcare experience.
Seeing the forest for the healthcare trees.
As an embedded member of the leadership team, Thinktiv led a variety of critical initiatives during our tenure at GetWellNetwork. To engage in a holistic transformation, it required a deep understanding of not only GetWell's customers, but their internal capacity to achieve the customer's expected outcomes. After an
in-depth analysis of the organization, we identified high-value initiatives where we could immediately effect change.
In partnership with the VP of Product, we helped to build best practices and develop incremental improvements within their mobile and patient-centered applications.
To drive innovation, we engaged with customers — from clinicians to provider executives — to launch, extend or invent new product offerings. We championed concepts for Clinicians to better interact with patient-reported data and drive precision engagement opportunities. Through dozens of interviews and countless hours on site, we surfaced a new customer voice to the executive team. We also extended core functionality and worked with leading retail pharmacies and drug packaging companies to introduce drug and treatment adherence capability within the platform.
As part of our role, we helped prepare various corporate development material including strategic partnerships with leading healthcare companies such as Apple, Cerner, CVS, Philips, and Omnicell. We led the development of this content through our "executive ethnography" workshops. We also developed board-level material including product updates, corporate roadmaps, and acquisition diligence.
To increase GetWell’s exposure to outside innovation, we also helped to formalize GetWellLabs. We created the overall structure of the program, defined the recruitment criteria, and helped to recruit and diligence the first class of companies.
One critical identified gap was pricing and packaging. Fundamentally this needed to shift to take advantage of new products, innovations, and pricing pressures. We worked with
the sales leadership and on the ground associates to completely revamp and repackage the pricing and go-to-market strategy for the organization. We engaged in workshops and internal workflow design to ensure adoption of the new model.
To culminate these initiatives, it was imperative that GetWell
re-architect its outward presence to both incumbent and new customers. Throughout our engagement, we continuously honed and refined the messaging of the company — from their annual customer conference, Get Connected, to the relaunch of the corporate web property. We played a critical role developing the overall approach, the information architecture, and foundational messaging components such as "Precision Engagement" and "The Patient's Platform."
Maximizing the impact of transformation.
Armed with thoroughly modern solutions across its organization, GetWellNetwork has been able to increase its velocity of sales and innovation dramatically — giving providers and their clinicians the tools to put patients at the center of the universe.