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CVS Health Product

To help people on their path to better health by creating unmatched human-centered health experiences

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To help people on their path to better health by creating unmatched human-centered health experiences

Strengths

  • NETWORK: Extensive physical retail presence with 9,000+ stores
  • DATA: Access to vast health data from 100M+ patient interactions
  • INTEGRATION: Vertical integration across pharmacy, insurance, clinics
  • BRAND: Trusted healthcare brand with 70%+ positive sentiment
  • EXPERIENCE: Strong patient relationship management capabilities

Weaknesses

  • DIGITAL: Fragmented digital ecosystem across multiple platforms
  • TECH: Legacy technology systems limiting innovation speed
  • SILOS: Product teams operate in silos across business units
  • UX: Inconsistent user experience across touchpoints
  • AGILITY: Slow product development cycles averaging 9+ months

Opportunities

  • TELEHEALTH: Growing demand for virtual care solutions
  • DATA: Leveraging patient data to create personalized experiences
  • WEARABLES: Integration with health monitoring devices and apps
  • SENIORS: Aging population requiring simplified digital health tools
  • CONSOLIDATION: Healthcare industry consolidation enabling new models

Threats

  • COMPETITION: Tech giants entering healthcare space (Amazon, Apple)
  • STARTUPS: Digital-first health startups with superior UX
  • COMPLIANCE: Increasing regulatory requirements for data handling
  • TALENT: Difficulty attracting top digital talent vs. tech companies
  • EXPECTATIONS: Rising consumer expectations for digital experiences

Key Priorities

  • PLATFORM: Create unified digital health platform across touchpoints
  • DATA: Develop personalized patient experiences using health data
  • SPEED: Implement agile product development across organization
  • ECOSYSTEM: Build open health platform for third-party integration

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To help people on their path to better health by creating unmatched human-centered health experiences

ONE PLATFORM

Create a unified digital health experience for patients

  • ARCHITECTURE: Develop and approve unified digital platform architecture across all business units by EOQ
  • INTEGRATION: Consolidate 75% of patient-facing services onto single platform authentication system
  • EXPERIENCE: Achieve 65% user satisfaction score on integrated patient journey prototypes
  • ADOPTION: Convert 40% of multi-channel users to unified platform experience with 85% retention
DATA POWER

Unlock personalized health insights through data

  • FOUNDATION: Implement HIPAA-compliant central data lake connecting 85% of patient touchpoints
  • CONSENT: Achieve 60% opt-in rate for enhanced data utilization across digital properties
  • PERSONALIZATION: Deploy AI recommendation engine with personalized insights for 5M users
  • ANALYTICS: Establish unified health dashboard with predictive insights used by 35% of customers
AGILE SPARK

Accelerate innovation through agile transformation

  • TEAMS: Reorganize 100% of product teams into cross-functional squads aligned to patient journeys
  • CYCLE: Reduce average product development cycle time from 9 months to under 4 months
  • DELIVERY: Increase feature delivery velocity by 70% while maintaining quality standards
  • FEEDBACK: Implement continuous feedback loops capturing insights from 50,000+ customers weekly
OPEN HEALTH

Build thriving healthcare ecosystem with partners

  • APIS: Launch developer portal with 25+ documented APIs for third-party healthcare integrations
  • PARTNERS: Onboard 15 strategic healthcare partners to build on our digital health platform
  • DEVICES: Achieve seamless integration with 85% of major health monitoring wearables and devices
  • MARKETPLACE: Launch digital health marketplace featuring 50+ curated third-party applications
METRICS
  • DIGITAL ENGAGEMENT: 55% of patients actively using digital platforms monthly (toward 75% 2025 goal)
  • CUSTOMER SATISFACTION: Increase digital touchpoint NPS from 38 to 60 by end of quarter
  • REVENUE GROWTH: 25% YoY growth in digitally-influenced healthcare revenue streams
VALUES
  • Innovation: Pioneering digital solutions that transform healthcare delivery
  • Customer-centricity: Placing the needs of patients and healthcare providers first
  • Accessibility: Ensuring healthcare solutions reach all demographics
  • Data-driven excellence: Making decisions based on meaningful user insights
  • Collaboration: Working seamlessly across divisions to deliver integrated experiences

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CVS Health logo
Align the learnings

CVS Health Product Retrospective

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To help people on their path to better health by creating unmatched human-centered health experiences

What Went Well

  • REVENUE: Q1 2023 revenue increased 11% YoY to $85.5B, exceeding targets
  • DIGITAL: 45% growth in digital prescription refills through CVS app
  • ENGAGEMENT: MyChart portal usage up 35% with 15M monthly active users
  • RETENTION: 92% customer retention rate for digital prescription users
  • EXPANSION: Successfully launched virtual care platform in 15 new markets

Not So Well

  • INTEGRATION: Aetna digital tools remain disconnected from CVS ecosystem
  • ADOPTION: Only 32% of eligible customers using virtual care services
  • EXPERIENCE: Net Promoter Score for digital platforms lagging at 38
  • COMPETITION: Lost 3.5% market share to digital-first pharmacy startups
  • DEVELOPMENT: Three key product launches delayed by technical challenges

Learnings

  • UNIFIED: Need for truly integrated patient experience across services
  • SPEED: Current development process too slow for market requirements
  • INSIGHTS: Customer research insights not effectively reaching product
  • METRICS: Better alignment needed between product metrics and outcomes
  • TALENT: Product organization requires stronger digital-first talent

Action Items

  • PLATFORM: Accelerate unified digital health platform development by Q3
  • TALENT: Reorganize product teams around customer journeys not business
  • AGILE: Implement company-wide agile transformation for product teams
  • DATA: Create centralized patient data platform with unified governance
  • EXPERIENCE: Launch rapid UX improvements based on customer feedback data

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To help people on their path to better health by creating unmatched human-centered health experiences

Strengths

  • DATA: Massive proprietary health data from diverse operations
  • SCALE: Ability to implement AI solutions at nationwide scale
  • EXPERTISE: Growing team of healthcare AI specialists
  • PARTNERSHIPS: Established AI vendor relationships
  • INVESTMENT: Substantial AI R&D budget allocation ($300M+)

Weaknesses

  • INFRASTRUCTURE: Legacy systems not optimized for AI deployment
  • ADOPTION: Slow internal adoption of AI-based tools
  • TALENT: Gap in specialized healthcare AI expertise
  • GOVERNANCE: Underdeveloped AI governance framework
  • INTEGRATION: Siloed AI initiatives across business units

Opportunities

  • PERSONALIZATION: AI-powered personalized patient journeys
  • AUTOMATION: Streamlining operational workflows with AI
  • PREDICTION: Preventive health insights through predictive models
  • VIRTUAL: Advanced AI assistants for patient support
  • EFFICIENCY: Cost reduction through AI-optimized operations

Threats

  • PRIVACY: Increasing concerns about AI and health data usage
  • COMPETITION: Tech companies with superior AI capabilities
  • REGULATION: Evolving regulatory landscape for healthcare AI
  • TRUST: Patient skepticism about AI in healthcare decisions
  • BIAS: Potential for biased algorithms affecting care equity

Key Priorities

  • PLATFORM: Develop unified AI infrastructure across company
  • EXPERIENCE: Create AI-powered personalized patient experiences
  • GOVERNANCE: Establish robust healthcare AI ethics framework
  • UPSKILLING: Implement company-wide AI literacy program

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AI Disclosure

This report was created using the Alignment Method—our proprietary process for guiding AI to reveal how it interprets your business and industry. These insights are for informational purposes only and do not constitute financial, legal, tax, or investment advice.

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