Digital Marketing, Product Development, Voice of the Customer
Eyefinity : Electronic Health Record Software Product Development
Client: Eyefinity, a VSP Global Company
Strategy and Research: Chris Rankin
Product Manager: Sara Oullet
Development Team: Violet Baker, Jeff Wainscott, Robin Hook, Roopa Delanni
Product Development Internship retention project
Eyefinity has retention issues….
Average Electronic Health Record Product Lifespan = 20+ yrs
60% of new SaaS product customers cancel after six months.
… the bottom line is the problem needs to be found and fixed in order to meet revenue expectations.
Research Methodology – I mined internal sales data from proprietary competitive integrations and VSP clearing house data to identify patterns and possibilities. Then I performed several primary (internal and external) interviews to validate the quantitative insights.
What we did
A mobile event that put development in the trenches with the doctors serving below poverty patients.
146 patients received care
134 glasses dispensed
72 Code changes executed
(721% improvement over typical 2 weeks cadence)
118 product change needs documented
(1142% improvement over typical 2 month cadence)
7 months later
Subscriptions cancellations down 40%.
Doctor developer relations have continued.
One doctor eventually bought the product.
12 Social media good will posts earned.
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