In the fast-paced world of healthcare, innovation is essential to keep up with shifting customer needs and expectations. Recently, I had the opportunity to work with one of the world’s largest health companies on an exciting project. The brief was to prioritise and sequence the rollout of new digital propositions, helping them strengthen and broaden their customer relationships. The task was ambitious, with tight timelines and complex internal challenges, but ultimately it delivered outstanding results.
Understanding the Challenge
The core objective of this project was to identify which new digital propositions would have the greatest impact on customers and then sequence their rollout to ensure the company could act quickly and effectively. To make this happen, we had to focus on several key success factors:
- Delivering fast results that would enable the business to move with speed.
- Leveraging the company’s available assets to avoid unnecessary delays.
- Collaborating with internal business owners to understand their capacity to execute.
- Using high-level customer data, including journeys and profiles, to ensure propositions aligned with customer needs.
Overcoming the Obstacles
Like many projects of this scale, we faced several challenges. The availability of subject matter experts and business owners was limited, which made it difficult to gather all the necessary details about each proposition. In addition, the timeline was tight, with a crucial executive presentation needed within weeks. Despite these hurdles, we were able to deliver a solution that met the client’s needs and exceeded their expectations.
Delivering Results
Through a rigorous process of prioritisation, we provided the client with a clear and actionable list of digital propositions. This was more than just a simple ranking; we also mapped how these propositions would interact within the broader company ecosystem and developed a lean assessment canvas for each one. Our approach also included opportunity sizing and expected response rates, as well as recommendations on the next steps for each proposition.
The final deliverable was packaged into a 65+ page slide deck, which was handed over to the senior executive team ahead of their presentation. This provided them with the confidence they needed to present the propositions with clarity and focus.
The Process in Detail
Our process was straightforward but highly effective. We started by establishing the success measures, ensuring that everyone was aligned on what the final output should look like. Next, we developed lean canvases for each proposition to summarise their value and feasibility.
We then conducted both market research to understand customer needs and internal research to gauge the company’s ability to execute these propositions. Once we had the data, we sized and prioritised each proposition based on its potential impact. Finally, we sequenced the rollout of these propositions in a way that maximised both speed and impact.
Time to Outcome
One of the key achievements in this project was the speed with which we delivered the outcome. Despite the challenges, we completed the entire process in just two weeks, ensuring that the executive team was ready for their presentation without any delays.
The Results
The impact was clear. The company was able to prioritise and sequence its new digital propositions in a way that saved them 8 weeks of time and $33k in potential costs. Beyond that, they had a clear plan for rolling out these propositions, ensuring that they could drive meaningful engagement with their customers.
Conclusion
Prioritising propositions in a fast-moving environment can be challenging, but with the right process and focus, it can also lead to significant business benefits. This project showed how, by aligning customer needs with a company’s ability to execute, we can help organisations innovate faster, more efficiently, and more affordably. Delivering on time, saving resources, and empowering leadership to present with confidence—this is the true power of prioritisation done right.