Context
Members had no visibility into pharmacy costs before checkout, which drove support calls and abandoned refills across a 4M+ member base. Leadership wanted a platform, but no one had agreed what "transparency" should actually mean for someone mid-prescription.
My role
Owned product strategy and MVP scope end to end, and ran governance across 15 cross-functional teams spanning engineering, clinical, and compliance.
Approach
Started with member research to find the exact moment cost anxiety showed up, then scoped a phased MVP that shipped a narrow but working price-lookup feature before committing to the harder claims-integration work. That MVP became the forcing function for architecture decisions the teams had been deadlocked on for two quarters.
Outcome
Member satisfaction rose 25% and mobile engagement 30% within two quarters of launch.
What I'd do differently
Bring compliance into the room at the research stage, not after MVP scoping - we re-litigated two features late that a five-minute conversation up front would have caught.