Included Health

To raise the standard of healthcare for everyone by creating a new front door to care that removes barriers.

Included Health SWOT Analysis

Updated: October 1, 2025 • 2025-Q4 Analysis

How to Use This Analysis

This analysis for Included Health was created using Alignment.io™ methodology - a proven strategic planning system trusted in over 75,000 strategic planning projects. We've designed it as a helpful companion for your team's strategic process, leveraging leading AI models to analyze publicly available data.

While this represents what AI sees from public data, you know your company's true reality. That's why we recommend using Alignment.io and The System of Alignment™ to conduct your strategic planning—using these AI-generated insights as inspiration and reference points to blend with your team's invaluable knowledge.

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The Included Health SWOT analysis reveals a company at a critical inflection point. Its primary strength is the unparalleled breadth of its integrated service offering, a direct result of strategic mergers. This creates a powerful data asset and strong footing with enterprise clients. However, this same strength is the source of its main weakness: the immense complexity of creating a seamless member experience and proving consistent ROI. The key priorities underscore this duality. To win, Included Health must fully integrate its platform to deliver on its 'front door' promise, use its data to prove undeniable value against intense competition, and strategically expand into high-growth adjacencies like GLP-1 management. The path forward requires ruthless execution on integration and differentiation to convert its scale into an insurmountable competitive advantage.

Teladoc Health Accolade Quantum Health Headspace Health Amwell

No past cycles

Mission & Vision SWOT Analysis OKR Plan Retrospective AI Strategy Data Acquisition

To raise the standard of healthcare for everyone by creating a new front door to care that removes barriers.

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Strengths

INTEGRATION: Broadest service portfolio; virtual care + navigation
CLIENTS: Deep-rooted trust with Fortune 500 enterprise clients
DATA: Massive proprietary dataset on physician quality and outcomes
BRAND: Strong reputation for quality and high member NPS (avg 78)
SCALE: National network of clinicians covering 50 states for care

Weaknesses

COMPLEXITY: Risk of fragmented member experience post-merger
ROI: Difficulty in consistently proving financial ROI for all clients
AWARENESS: Low direct-to-member brand awareness vs competitors
SALES: Long, complex sales cycles with large enterprise customers
INTEGRATION: Technical debt from integrating multiple legacy stacks

Opportunities

GLP-1: Huge demand for managing new weight-loss drug therapies
VALUE: Shift to value-based care models favors integrated players
AI: Leverage AI for proactive member outreach and care automation
EXPANSION: Untapped potential in mid-market and public sectors
PARTNERSHIPS: Partner with health systems to be their digital front end

Threats

COMPETITION: Intense pressure from Teladoc, Accolade, & well-funded startups
ECONOMY: Employer budget cuts threaten spending on benefits platforms
REGULATION: Unfavorable changes to telehealth reimbursement/licensing
CONSOLIDATION: Payers/PBMs acquiring assets to build in-house solutions
COMMODITIZATION: Proliferation of point solutions erodes value prop

Key Priorities

INTEGRATE: Fully unify the member journey across all care modalities
DIFFERENTIATE: Solidify market leadership with proven clinical/financial ROI
INNOVATE: Leverage AI & data to create a proactive, personalized engine
EXPAND: Capitalize on GLP-1 trend and new market segment opportunities

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Included Health OKR

Updated: October 1, 2025 • 2025-Q4 Analysis

The Included Health OKR plan is a masterclass in focused execution. It directly translates the strategic imperatives from the SWOT analysis into a clear, ambitious, and measurable roadmap. The objectives to 'UNIFY THE EXPERIENCE' and 'PROVE OUR VALUE' tackle the company's core weakness and threat head-on, turning post-merger complexity into a differentiated strength. The 'PERSONALIZE CARE' objective brilliantly weaponizes their data asset with AI, creating a proactive engine for better outcomes. Finally, 'CAPTURE GROWTH' provides a sharp focus on the most lucrative near-term opportunities. This plan provides the clarity and alignment needed for the entire organization to rally behind the critical few priorities that will define market leadership in the coming year.

Teladoc Health Accolade Quantum Health Headspace Health Amwell

No past cycles

Mission & Vision SWOT Analysis OKR Plan Retrospective AI Strategy Data Acquisition

To raise the standard of healthcare for everyone by creating a new front door to care that removes barriers.

UNIFY THE EXPERIENCE

Deliver a single, seamless front door to all care.

SINGLE SIGN-ON: Achieve 90% member access to all services through one unified mobile application login
CARE TEAM: Ensure 75% of members with complex needs interact with a single, consistent care team
DATA SYNC: Reduce data latency between navigation and virtual care platforms to under 5 minutes for all users
JOURNEY MAP: Decrease member-reported friction points in the care journey map by 40% based on user surveys

PROVE OUR VALUE

Become the undisputed leader in delivering health ROI.

ROI DASHBOARD: Launch a self-service ROI dashboard for 100% of enterprise clients to track savings
CASE STUDIES: Publish 15 new case studies with independently verified financial and clinical outcomes data
GUARANTEES: Increase the percentage of total contract value tied to performance guarantees from 10% to 25%
COST CURVE: Demonstrate a 5% greater reduction in medical cost trend for engaged members vs. non-engaged

PERSONALIZE CARE

Use data to proactively guide every member's journey.

AI OUTREACH: Increase proactive, AI-driven member outreach for care gaps from 1M to 5M interventions
NEXT BEST ACTION: Improve the acceptance rate of AI-recommended 'next best actions' in the app to 30%
ADMIN AUTOMATION: Automate 50% of post-visit clinical summary generation for virtual primary care visits
SATISFACTION: Achieve a 10-point NPS lift for members who engage with AI-powered personalization features

CAPTURE GROWTH

Dominate high-priority new markets and services.

GLP-1: Enroll 100,000 members in the new comprehensive weight management and GLP-1 navigation program
MID-MARKET: Secure 25 new logos in the 1,000-5,000 employee segment to establish a mid-market beachhead
HEALTH SYSTEMS: Launch 3 strategic partnerships with major health systems to serve as their digital front door
PIPELINE: Grow sales pipeline attributable to new market segments to represent 30% of total pipeline value

METRICS

Member Engagement Rate: 45%
Net Revenue Retention (NRR): 115%
Client ROI (Healthcare Savings): 2.5:1

VALUES

Put Members First
Act with Kindness
Be Data-Driven
Innovate to Solve
Deliver Outcomes

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Included Health Retrospective

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

Teladoc Health Accolade Quantum Health Headspace Health Amwell

No past cycles

Mission & Vision SWOT Analysis OKR Plan Retrospective AI Strategy Data Acquisition

To raise the standard of healthcare for everyone by creating a new front door to care that removes barriers.

Toggle Theme

What Went Well

CLIENTS: Secured major new enterprise logos in H1, exceeding sales targets
ENGAGEMENT: Member engagement rates in virtual primary care up 15% QoQ
PRODUCT: Successful launch of integrated GLP-1/weight management solution
RETENTION: Maintained >95% gross revenue retention with existing clients
NPS: Member satisfaction scores remained high (avg 78) despite growth

Not So Well

INTEGRATION: Delays in fully unifying the member portal backend tech stack
HIRING: Key engineering and data science roles remained open longer than planned
MARGINS: Higher-than-expected costs for clinician recruitment in tight market
AWARENESS: Low utilization rates in newly launched service lines for Q1
REPORTING: Clients requesting more customized and granular ROI reporting

Learnings

PRODUCT: A unified platform experience is the #1 driver of member satisfaction
SALES: ROI validation with hard data is non-negotiable in this economy
OPERATIONS: Clinician supply is a major bottleneck to virtual care growth
MARKETING: Member marketing must be multi-channel and hyper-targeted
TECH: Technical debt is now the primary limiter on product velocity

Action Items

ENGINEERING: Dedicate two full sprints to backend service integration work
HR: Approve increased budget for competitive offers for senior AI/ML roles
PRODUCT: Develop a self-service custom reporting dashboard for clients
MARKETING: Launch targeted re-engagement campaigns for low-utilization clients
FINANCE: Re-evaluate provider compensation models to improve unit economics

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Organization	SWOT Analysis	OKR Plan	Top 6	Retrospective

Sub organizations:

Strategic pillars derived from our vision-focused SWOT analysis

INTEGRATED CARE

Unify virtual & in-person care navigation

PROVEN VALUE

Deliver measurable clinical & financial ROI

MEMBER OBSESSION

Create a simple, personalized experience

DATA INTELLIGENCE

Leverage data for proactive care guidance

Included Health Market

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

Founded: 2021 (Merger of Grand Rounds and Doctor On Demand)
Market Share: ESTIMATE: 5-8% of virtual care benefits market
Customer Base: Over 10 million members via large employers & health plans
Category:
Virtual Healthcare
SIC Code: 8099 Health and Allied Services, Not Elsewhere Classified
NAICS Code: 621999 All Other Miscellaneous Ambulatory Health Care Services
Location: San Francisco, California
Zip Code: 94107 San Francisco, California
Congressional District: CA-11 SAN FRANCISCO
Employees: 3000

Competitors

Teladoc Health Request Analysis

Accolade Request Analysis

Quantum Health Request Analysis

Headspace Health Request Analysis

Amwell Request Analysis

Products & Services

No products or services data available

Distribution Channels

Included Health Business Model Analysis

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

Problem

Healthcare is complex, costly, and impersonal
Poor access to high-quality care providers
Fragmented user experience across benefits

Solution

Integrated platform for navigation & virtual care
Data-driven matching to top-quartile doctors
24/7 on-demand access to care teams via app

Key Metrics

Member engagement and activation rates
Client retention and net revenue retention
Documented healthcare cost savings (ROI)
Net Promoter Score (NPS) across services

Unique

Combines human-led care teams w/ data science
Full stack: navigation, primary, mental, specialty
Proprietary quality data on 1M+ physicians

Advantage

Massive integrated dataset from merged entities
Deeply embedded relationships with F500 clients
Economies of scale in clinician network

Channels

Direct enterprise sales force
Health benefits consultant partnerships
Health plan distribution agreements

Customer Segments

Self-insured large employers (F1000)
Health plans seeking navigation partners
Employees and dependents of clients

Costs

Clinician salaries and network management costs
Sales & Marketing expenses (long sales cycles)
R&D for technology platform development
Member support and care team operations

Included Health Product Market Fit Analysis

Updated: October 1, 2025

Included Health provides a new front door to healthcare for employers, simplifying the experience for employees. It integrates virtual care and expert navigation to guide members to the highest-quality, lowest-cost providers. This results in significant cost savings for the business, improved employee productivity and wellbeing, and demonstrably better health outcomes for everyone.

Reduced healthcare spend through better navigation.

Improved employee productivity and satisfaction.

Better health outcomes via high-quality care.

Before State

Fragmented, confusing healthcare system
Difficulty finding quality doctors
Long wait times for specialist care
Stigma and access issues for mental health

After State

A single, trusted entry to healthcare
Guided to top-quality, in-network care
Instant access to virtual primary/mental care
Seamless care coordination for complex needs

Negative Impacts

Delayed or avoided necessary care
High costs from using wrong providers
Wasted time navigating insurance
Poor health outcomes and low productivity

Positive Outcomes

Better health outcomes, lower costs
Improved employee satisfaction & productivity
Reduced administrative burden for members
Faster diagnosis and treatment plans

Key Metrics

Customer Retention Rates

>95% for enterprise clients

Net Promoter Score (NPS)

Average of 78 across services

User Growth Rate

Approx. 15-20% YoY member growth

Customer Feedback/Reviews

4.9/5 on Apple App Store (>80k reviews)

Repeat Purchase Rates

High multi-service line adoption by clients

Requirements

Deep integration of diverse care services
Robust data analytics for personalization
Intuitive and engaging member application
Strong trust with members and employers

Why Included Health

Personalized care team for each member
AI-powered provider matching algorithms
Proactive outreach for preventative care
24/7 access to care via mobile app

Included Health Competitive Advantage

Combined data assets of all merged entities
End-to-end care model from nav to delivery
Established trust with Fortune 100 clients
Holistic view of member's care journey

Proof Points

25% lower healthcare costs for clients
NPS of 78, far above industry average
10M+ members from top US employers
4.9 star mobile app rating from 80k+ users

Included Health Market Positioning

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

What You Do

Integrated virtual care and navigation platform.

Target Market

Large employers and their employees/dependents.

Differentiation

Combines navigation with full-stack virtual care
Focus on quality metrics and physician matching

Revenue Streams

PEPM fees from employers
Case rate fees for specific services

Included Health Operations and Technology

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

Company Operations

Organizational Structure: Functional structure with business units by service line
Supply Chain: Network of employed and contracted physicians/therapists
Tech Patents: Proprietary algorithms for physician-patient matching
Website: https://www.includedhealth.com

Top Clients

Board Members

Included Health Competitive Forces

Threat of New Entry

MODERATE: While tech barriers are low, building a trusted brand, a national clinician network, and securing large clients is very difficult.

Supplier Power

MODERATE: High demand for physicians/therapists gives them some leverage, but large networks can negotiate favorable rates.

Buyer Power

HIGH: Large enterprise clients are sophisticated buyers, demand proven ROI, and can drive pricing pressure due to large contract sizes.

Threat of Substitution

HIGH: Employers can opt for multiple point solutions, use payer-provided tools, or simply stick with traditional insurance navigation.

Competitive Rivalry

VERY HIGH: Intense rivalry from large incumbents (Teladoc), other aggregators (Accolade), and numerous venture-backed startups.

Analysis of AI Strategy

Updated: October 1, 2025 • 2025-Q4 Analysis

The Included Health AI SWOT analysis highlights a significant, yet challenging, opportunity. The company's core asset is its vast and unique dataset, a powerful moat for training sophisticated healthcare AI models. This positions them to redefine care navigation and personalization. However, the path is fraught with risks, from intense talent competition to the critical need for clinical validation and ethical oversight to prevent bias. The strategic priorities are clear: focus AI efforts on tangible efficiency gains through automation and enhanced, personalized navigation. This pragmatic approach will build internal capabilities and member trust while navigating the complex regulatory and ethical landscape. Successfully executing this AI strategy is not just an opportunity for growth; it is essential for long-term market leadership and fulfilling the mission of raising healthcare standards.

Teladoc Health Accolade Quantum Health Headspace Health Amwell

No past cycles

Mission & Vision SWOT Analysis OKR Plan Retrospective AI Strategy Data Acquisition

To raise the standard of healthcare for everyone by creating a new front door to care that removes barriers.

Strengths

DATA: Massive, multimodal dataset (claims, clinical notes, engagement)
SCALE: 10M+ members provide rich data stream for model training
WORKFLOW: Existing digital platform to deploy and test AI features
EXPERTISE: In-house clinical teams to guide and validate AI models
TRUST: Strong client relationships allow for piloting new AI tools

Weaknesses

TALENT: Competition for top-tier AI/ML talent with Big Tech
DEBT: Legacy tech stacks may hinder rapid AI model deployment
BIAS: Risk of algorithmic bias in care recommendations from data
COMPLIANCE: Navigating HIPAA and privacy regulations for AI is complex
MEASUREMENT: Difficulty in isolating AI's impact on health outcomes

Opportunities

NAVIGATION: AI-powered triage to guide members to optimal care setting
AUTOMATION: Use LLMs to automate clinician notes and admin tasks
PREDICTION: Identify at-risk members for proactive outreach programs
PERSONALIZATION: Generate hyper-personalized care plans and content
EFFICIENCY: Optimize clinician scheduling and resource allocation

Threats

COMPETITORS: Nimble startups or tech giants could leapfrog with AI
REGULATION: New federal/state laws restricting use of AI in healthcare
SECURITY: AI models are new vectors for cybersecurity attacks
TRUST: Public and physician mistrust of AI in clinical decision-making
COST: High cost of developing, training, and running large AI models

Key Priorities

AUTOMATE: Prioritize AI for automating administrative & clinical tasks
PERSONALIZE: Use AI to deliver proactive, personalized member engagement
NAVIGATE: Enhance care navigation with AI-driven recommendations
VALIDATE: Establish a framework for clinical validation and bias detection

Create professional SWOT analyses in minutes with our AI template. Get insights that drive real results.

Get Free SWOT Analysis Template

Included Health Financial Performance

AI-Powered Insights

Claude

Gemini

GPT

Included Health Press Releases & Website (2023-2024)
Industry reports on virtual care and digital health (e.g., Rock Health, CB Insights)
Competitor analysis (Teladoc, Accolade investor relations)
News articles from Fierce Healthcare, Forbes, TechCrunch
App Store and G2 customer reviews
LinkedIn profiles of executive team

Profit: Not disclosed (Private, growth-focused)

Market Cap: N/A (Private, last valued at $3.2B in 2021)

Stock Performance

Annual Report: Not publicly available

Debt: Not publicly disclosed

ROI Impact: Clients report 2:1 ROI on healthcare cost savings

SWOT Index

Composite strategic assessment with 10-year outlook

/ 100

Market Leader

ICM Index

STRATEGIC ADVISOR ASSESSMENT

Included Health scores as a Market Leader due to its high ambition and massive data advantage. Its Achievability is solid but tempered by significant integration challenges reflected in the SWOT. The OKRs are strong and category-shaping. The primary constraint on a higher index is the balanced SWOT (Upside vs. Downside), indicating that execution against internal complexity and external competition is as critical as seizing opportunities. The growth multiplier is modest, reflecting a competitive, maturing market.

SWOT Factors

Upside: 83.0 Risk: 84.0

OKR Impact

AI Leverage

Top 3 Strategic Levers

Accelerate platform integration to unlock data network effects

Systematize and scale ROI reporting to prove value

Leverage AI to create proactive, not just reactive, care

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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