From Napkin to Production
CVS Health optimized the process of taking ideas from cocktail napkins to production with the creation of the CVS Health Digital Innovation Lab.
In 2016 and 2018, Fast Company cited the team’s work when naming CVS Health one of the most innovative companies in the world.
The Challenge
With an increasingly long and complex product roadmap CVS Health was struggling to react to changing market conditions, and capitalize on customer needs. It also struggled with tapping into its the vast collective mind of the employe base, and bringing ideas of value to light. This resulted in numerous missed opportunities to better service its customers and grow its market share as a leader and innovator in health care.
The Solution
The creation of the CVS Health Digital Innovation Lab and the launch of our digital innovation process, bringing in ideas from both internal employees and external partners. This process clarifies and prioritizes a proposed concept against a filter of strategic fit and business value. Researches how that concept fits within the CVS Health ecosystem and challenges the feasibility based on capabilities. Then builds prototypes and tests the concepts. Finally those prototypes are brought into the production process alongside roadmap features.
Apple Watch - Med Reminders & Refill
The launch of the Apple Watch provided an opportunity to capture market share by creating a wrist-based pharmacy. The lab quickly took on the watch platform for a round of ideation and prioritization, using a combination of customer research to identify potential needs, and a quick succession of facilitated design thinking workshops. The prioritized ideas were further validated for feasibility, taking into account technical capabilities and potential business value. Once a narrow set of opportunities were validated, prototypes were quickly created and tested with potential users.
Biometric Authentication
In 2014 Apple launched TouchID, enabling biometric authentication on the iPhone. This ignited a wider conversation about how bio-authentication could be better integrated into the CVS mobile experience. Partnering with 3rd party partners, explorations into facial, and voice identification were explored as ways to lower the friction of authenticating across multiple platforms. 3 years before Apple would launch FaceID in 2017.
