Case Study

 

Expanding patient-first software

Customer confidential

SDG worked with a Fortune 500 healthcare supply company to craft a product strategy for their high-growth practice management software business.

Challenges

Diverse customer personas
Competitive market
Complex integrations

SDG Solutions

Product strategy
Roadmapping & prioritization
Vision & value proposition
Product team organizational design

A distributor of healthcare supplies becomes a software product company

Our customer is one of the world’s leading suppliers of healthcare supplies and equipment – and, increasingly, software. Starting as a distributor of supplies to providers for  the operation of their practices, they have also become a sophisticated modern software company that offers comprehensive solutions designed to help healthcare practice owners and administrators manage every aspect of their businesses.

Recognizing the importance of its software business to its growth strategy, our customer turned to SDG and its product experts to help them define a product strategy, build a roadmap to win a competitive market, and strengthen its product mindset.

SDG’s product experts worked with them to:
 

  • Analyze software product team processes and structure
  • Introduce models for discovering product opportunities
  • Define personas for healthcare practice customers and other key users
  • Conduct Workshops to align teams and prioritize opportunities
  • Coach product leaders on frameworks and methods
  • Produce a product playbook and other materials to guide their long-term product development

A series of workshops

SDG’s product experts worked with the customer software product development team to devise and deliver a series of custom workshop sessions. The workshops enabled the team to:

 

  • Clarify product goals
  • Craft an inspiring product vision
  • Identify the needs of their customers
  • Establish priorities and a sequence for delivery
  • Build an enduring product strategy

Focus on the provider office

We helped design software practices around business and customer outcomes. Together, the SDG and customer team distilled these insights into clear priorities designed around the needs of the healthcare office:

 

  • Connected
  • Intuitive
  • Work Smarter
  • Unrivaled Support
  • Superior Patient Experience

Partnership built on trust

SDG used a full complement of product skills throughout this partnership. Expertise we applied included: 

  • User experience analysis
  • Product strategy
  • Customer research
  • Workshop facilitation (including remote workshops during a pandemic)
  • Defining value proposition
  • Paper prototypes and sketching
  • Prioritization

 

The result? Products driving growth

This new cloud-based software solution is now in use by provider offices across the nation, where it’s helping their customers build efficient, patient-centered practices — and helping our customer achieve new levels of service and growth.

 

 

A Note on Confidential Case Studies

This customer preferred that we keep their identity confidential, so we haven’t named them in this case study. While we’re proud of our work on this project, SDG respects our customers’ wishes.

To read more success stories, visit the our work page.