Digital Migration
The problem.
Following the merger of Grand Rounds and Doctor On Demand, Included Health needed to consolidate two separate apps, databases, and brands while still serving millions of members and hundreds of clients.
This consolidation required every Doctor On Demand user to re-register on a new platform, creating significant risk of user churn and client escalations that could damage key business relationships.
The solution.
I led cross-functional collaboration with engineering, sales, and product design teams to develop a comprehensive member transition strategy.
My role included consulting on the registration flow, creating multi-channel awareness campaigns, and building dedicated web experiences to educate users about the change.
I crafted clear messaging that explained the rationale behind the transition and provided step-by-step guidance to ensure seamless migration
The result.
This work led to the successful migration of millions of users to the new platform with zero client escalations and minimal user disruption. The initiative, in fact, strengthened client relationships by showcasing Included Health’s ability to communicate proactively. This work also successfully introduced the unified Included Health brand, positioning the company as a leading digital health provider.
