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Optum digital pharmacy experience strategy
Goal
Establish an evidence-based strategic direction for a digital pharmacy serving older adults. Align the team around constituent outcomes, showcase and pilot a sustainable way of working, and end with a clear set of actions to take toward a future-state experience.
Context
The digital pharmacy team faced strategic indecision closing in on critical funding and planning deadlines. Competing and unclear hypotheses and lack of cohesive qual/quant data stalled forward motion. The ask was to bring structure and evidence to help the team align on direction and confidently prioritize next steps.
My role
- Understand current-state of the consumer segment
- Design and lead a structured workshop series. Ensure:
- known research and insights are “baked in”
- research opportunities are captured
- scoping decisions are made based on best known information and expertise
- the team is enabled to transition to the solution space for further planning and execution
- Map out and share/communicate the team’s priority decisions to key partners and stakeholders
Impact
In just 7 hours of structured collaboration with 20+ participants (stretched over 6 weeks), the team made a full set of strategic decisions that had previously been stalled for months.
- 2 constituent outcomes prioritized (of 6)
- with known barriers that map to these
- 3 constituent behaviors prioritized (of 21)
- 31 ideas mapped to top barriers of top behaviors
- ideas further organized by effort and impact matrix
- 4 major research opportunities
Key skills