CASE STUDY
CVS Health
Helping CVS Kidney Care transform to disrupt the renal care industry
Challenge
Nine out of 10 adults in America with chronic kidney disease don’t even know they have it. And for the half a million U.S. patients on dialysis, the vast majority receive treatment in clinics. That means three times a week, four hours a day, away from home. Treatment is physically and emotionally taxing for patients and staying employed is challenging, if not impossible.
CVS Kidney Care knew there was a better way. The business saw an opportunity to transform kidney care in America, delivering a better experience for patients and their caregivers, better clinical outcomes, and an improved cost of care. But to truly disrupt this well-established industry, CVS Kidney Care needed differentiated strategies and high-performing teams that could keep pace with true make-market innovation.
Solutions
Prophet partnered with CVS Kidney Care using the firm’s Human-Centered Transformation Model, to develop the broad range of capabilities required to be a real disruptive business. The transformation work included customer-centric product management and a creative commercialization capability that could rapidly build and iterate a compelling ecosystem of partnerships, combined with an agile operations organization. All this was also supported by a passionate, make-market culture. Fully integrated Prophet and CVS Kidney Care teams (or “Pods”) worked together, running in two-week agile sprints to break down silos, focus on the patient, caregiver and provider priorities, and dramatically accelerate progress towards seizing CVS Kidney Care’s key opportunities. Together, we collaborated on:
DNA
- Clarifying the value proposition, commercialization and market entry strategies across CVS Kidney Care products and services
- Increasing sales of in-market products through refined customer targeting and improved business development materials and methods
- Defining, concepting and prototyping an innovative new home therapy experience
- Clarifying the CVS Kidney Care brand, and developing the assets to activate on it
BODY
- Developing a new operating model to enable and sustain Agile at scale
- Developing a new organizational design to enable cross-functional collaboration and greater role clarity
MIND
- Identifying the talent, skills and experience required to scale the business
- Transferring core skills in creative problem solving, innovation and product development
SOUL
- Defining a “Culture of Courage” and mobilizing the organization to live the behaviors of a bold market-making CVS Kidney Care team
Results
Within the first year of its transformation, CVS Kidney Care has made clear progress on business outcomes and created a more engaged and productive team. The organization has improved business performance and has a clear growth trajectory. Cultural change is finding traction, and engagement scores within the CVS Kidney Care team have improved significantly. Most importantly, the entire organization is more committed than ever to transforming kidney care for patients and their caregivers.
Additionally, our work received recognition in the 2022 North America Transform Awards, earning Gold for the Best Development of a New Brand Within an Existing Brand Portfolio category.
“As a loyal Prophet customer, I highly recommend that everyone consider using their Human-Centered Transformation Model when seeking to accelerate organizational transformation and drive uncommon growth. There’s honestly no way we could have moved at this pace and achieved these results without a partner as deeply dedicated to truly building our own organizational capabilities. Trust me when I say, it works! – Lisa Rometty, President CVS Kidney Care
“There’s honestly no way we could have moved at this pace and achieved these results without a partner as deeply dedicated to truly building our own organizational capabilities. Trust me when I say, it works!”
Lisa Rometty
President
