CASE STUDIES
What a cycle looks like in practice.
Each example follows one idea from the first question to what gets built. Some ideas hold up. Some don’t, and that answer is just as valuable.
These are illustrative examples of our method. Client case studies will be published here, with permission, as engagements complete.
Health plan · Innovation Retainer
A conversational assistant for members
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Validated, with guardrails
THE QUESTION
Can a conversational assistant resolve real member requests, and what happens when members ask for something it can't do?
WHAT WE TESTED
A working conversational prototype, used freely by members, with every conversation logged and every failure reviewed.
WHAT WE FOUND
Most requests were resolved. Members who asked for things it couldn't do, like booking a Lyft when only Uber was integrated, left more frustrated than before.
WHAT HAPPENED NEXT
A build with capability-matching guardrails, so the assistant states its limits first and routes members to the right help.
Multi-location clinic group · Innovation Retainer
A paid membership with priority booking
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Invalidated
THE QUESTION
Would patients pay a monthly fee for priority appointments and extra perks?
WHAT WE TESTED
A landing page offer with a waitlist sign-up, patient interviews, and a review of competing membership plans.
WHAT WE FOUND
Patients wanted faster booking, and few would pay a monthly fee to get it.
WHAT HAPPENED NEXT
The clinic set the membership aside before spending on it, and the next cycle focused on faster online booking for everyone.
Private equity firm · Investor Validation
A customer app at a home services target
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Validated, with conditions
THE QUESTION
Before acquiring a regional home services company, would its customers adopt an app for scheduling and maintenance plans?
WHAT WE TESTED
A prototype tested with current customers, a review of service requests by type, and a teardown of competitor apps.
WHAT WE FOUND
Customers wanted to book service online. Maintenance plans still sold best through a technician’s recommendation.
WHAT HAPPENED NEXT
The readout went into diligence, with a scoped first release limited to online scheduling.
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