COMPANY

Found Health

IMPACT

Refill completion +25 % · M2 retention +14 % · Time-to-refill −22 h

DOMAIN

Healthcare / Operations / AI / Service Design

SCOPE & INFLUENCE

Product × Clinical Ops × Data Science · Defined retention model beyond M1.

MY ROLE

Led competitive + behavioral research; unified teams to redesign refills.

METHODOLOGY

Market Research · Competitive Intelligence · AI Sentiment Mining · Regulatory Scenario Analysis · Voice of the Customer

XFN PARTNERS

Marketing, Legal, Finance, Clinical Operations, Product, Leadership, Design

TIMELINE

4 weeks

Tools

N8N, Qualtrics, Supabase, SQL, AI, NLP

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Work

Building the Retention Engine: Faster Refills, Ongoing Trust

Overview

After improving the first-consult experience, retention still dropped at month 2.
To reach profitability, Found needed users to complete the second consult and remain active through month 6.
I led a second phase of competitive and behavioral research focused on refill journeys, re-consult triggers, and engagement design beyond the first 30 days.

The study uncovered structural friction in refill UX and ownership gaps between Product and Clinical Ops — and resulted in a redesigned refill flow that raised refill completion 25 % and month-2 retention 14 %.

Business Challenge

Refill completion rates stagnated (< 60 %), directly hurting retention and LTV.
Multiple teams owned pieces of the process — no unified view or metrics.
Users felt “dropped” after the first consult — no reminders, no visible progress, unclear next step.
Needed a way to re-engage users quickly and make ongoing care feel continuous and valuable.

Found ranked lowest in usability across key post-consult touchpoints — subscription, medication tracking, and order visibility.

Approach

Audited 6 competitors’ refill flows and provider re-engagement models.

Competitor analysis showed that easier provider access correlated with higher refill completion and trust.

Benchmarked refill UX (steps, effort, support) and communication cadence.

Behavioral research revealed that simple, low-effort logging kept users consistently engaged beyond Day 90.

Mapped Found’s process in comparison → identified > 2× the friction steps of leaders.
Ran quick usability tests and stakeholder workshops to co-design a leaner flow.

Insights

Found’s refill questionnaire contained 17 questions; top competitors averaged 10.
Lack of visible order tracking and delayed provider follow-ups caused confusion.
Competitors “dangled the carrot” — showing progress metrics or discounts to prompt re-engagement.
Simplifying logistics + adding progress visibility = trust + repeat usage.

Insights → Action

Reduced refill flow from 17 → 10 questions and removed duplicate verification steps.
Introduced automated reminders and visible status tracking in the app.
Clarified team ownership (Product vs. Ops) and added cross-team SLA dashboard.
Established ongoing quarterly benchmark reviews for continuous improvement.

Impact

Refill completion +25 % · M2 retention +14 % · Time-to-refill −22 h
Defined the six-month engagement blueprint now used across all care verticals.

Leadership & Influence

Principal–Director (L8–L9) scope · Cross-org initiative shaping retention strategy.
Unified Product, Clinical Ops, and Data around a single post-purchase dashboard.
Mentored PMs + Designers on competitive-analysis → roadmap translation.

Organizational Impact

Together, the two research phases transformed Found’s post-purchase journey from reactive to proactive — setting a new bar for speed, transparency, and value communication.
The framework is now embedded in Product Ops and used to assess every new experience launch.

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