First 30 Days: Redesigning the Consult Experience for Speed + Value
Overview
Found’s first consult and onboarding flow was one of the biggest churn drivers. Users experienced slow fulfillment, unclear expectations, and weak perceived value for price — creating immediate trust issues after purchase.
At the CEO’s request, I led a benchmarking and competitive intelligence program across six GLP-1 competitors to pinpoint friction points, define excellence standards, and accelerate time-to-care.
The research uncovered over 40 UX and operational gaps across consult and delivery flows, directly shaping Found’s 2025 product roadmap and leading to measurable improvements in user trust and satisfaction.
Competitive benchmark across six GLP-1 consult experiences revealed Found’s 20–36 hr lag
Business Challenge
Consult throughput lagged competitors by 20–36 hours.
Users didn’t understand what the consult included or when to expect medication.
The team lacked internal SLAs or visibility into post-purchase performance.
Leadership needed a benchmark of what “best-in-class” looked like to guide redesign and prioritization.
Found averaged 20 hrs slower than market leaders in fulfillment speed.
Approach
Secret-shopped 6 competitors end-to-end (purchase → consult → delivery) to quantify time, clarity, and experience quality.
Created a data-driven benchmarking framework comparing consult quality, provider tone, and fulfillment speed.
Identified key friction points — unclear next steps, long consult drafts, inconsistent notifications.
Partnered with Product + Clinical Ops to prototype new consult templates and communication flow in < 4 weeks.
Quantified speed, quality, and perceived value across telehealth and video consult formats.
Insights
Found lagged ~20 hours vs. market leaders on med delivery.
Consult readability scored 40 % lower than competitors, lowering comprehension and confidence.
Users valued speed + structure over personalization; clarity equaled trust.
Competitors with progress indicators and follow-up touchpoints earned 2× higher perceived value.
Insights → Action
Introduced “Track My Medication” feature and consult timeline for transparency.
Re-authored consult templates for concise, structured readability.
Defined SLAs for each post-purchase milestone (consult ≤ 24 h; delivery ≤ 72 h).
Embedded competitive tracking into the product QA process.
Impact
20–36 hr faster consult → delivery · +18 pt CSAT · 26 % fewer support tickets Benchmarking insights became a CEO-visible artifact and redefined how Found measures and designs post-purchase experience quality.
Leadership & Influence
Principal–Director (L8–L9) scope · CEO-mandated project with direct executive reviews. Unified Product, Clinical Ops, and Design under shared KPIs for speed + trust. Established a repeatable competitive-intelligence playbook now used quarterly.
