Transforming Home Diagnostics: A Scalable, Experience-First Salesforce Solution
By putting people at the center, we helped the client roll out a Salesforce solution that’s built to scale and ready for what’s next – laying the groundwork for long – term digital transformation.
The Business Opportunity
A major clinical labs company was ready to shake up its go-to-market strategy by bringing diagnostics straight to patients’ homes. Their IT team had already brought in a Salesforce partner to build the platform using a mix of Salesforce’s core tools – Service Cloud, Health Cloud, and more – to serve a wide range of user needs. But there was a gap. The partner was heavily leaning on a one-size-fits-all accelerator, rather than crafting a solution tailored to the business. That’s where we came in. We helped design a user-first experience across four key personas, while also shaping a scalable technical architecture and a year-long roadmap to roll out three major modules.
Inspired Consulting
We recommended hitting pause on development and taking 8–10 weeks to regroup with a focused assessment. That reset gave us the space to build journey maps for each persona and map out how they interacted – so the tech could be designed to match the real-world experience everyone was aiming for. Our technical architect also did a deep dive into what had already been built, identifying what could be reused and what new capabilities the client would need for the future. From there, we delivered a year-long implementation plan that included a proper design and requirements phase before kicking off development for each module. While the goal was to eventually ramp up the client’s internal dev team, we stayed on to lead design, architecture, and development for the first three modules. At the same time, we helped shape the future-state org that would support the product long term – including interviewing candidates for key full-time roles.
Meaningful Results
One of the key differentiators on this project was our decision to bring in a Transformation Owner – a hybrid role combining the strengths of a Project Manager, UX designer, and Technical Business Analyst. This role was central to our experience-first approach, making sure we didn’t just deliver the product, but built the right solution for patients, caregivers, HCPs, and service reps alike. Our Health Cloud experts also brought deep technical know-how that’s tough to find in the market. The real unlock for our client? A scalable Salesforce solution that could grow with their needs—plus our ability to push the boundaries with forward-thinking features like IoT integration, going beyond just the basics of patient services. And because we know that success doesn’t happen in a vacuum, we made sure the business was fully bought in from the start and stayed close throughout. Our change management approach helped keep the vision aligned as the business evolved – so the solution stayed relevant and future-ready.
Why We Loved This Project
Our combined expertise and vision with the client created a truly transformative result. We were able to find a scalable solution with Salesforce that met the needs of our client and left everyone feeling very satisfied with the end result.
