You Can't Fix a Company's Experience from the Outside In. You Fix It From the Core.
This wasn't about completing projects, it was about rewiring the DNA of a Fortune 10 company to embed human-centered design into “business as usual” for their digital product teams.
Goals
Build a centralized CX Center of Excellence.
Fix critical customer & employee journeys.
Structure cross-functional collaboration.
Elevate design to a strategic conversation.
Challenges
Complex web of siloed teams & legacy systems.
Constantly shifting corporate priorities.
Proving financial ROI of design initiatives.
Scaling consistent quality across teams.
Outcomes
$32M recovered from $200M revenue leakage.
$8.5M in new sales from improved onboarding.
$1.5M cost savings from intranet redesign.
$31M roadmap for clinical employee experience.
The Problem
Organizational siloes. Legacy systems. Fragmented customer experience. Competing priorities. Most large organizations are at war with themselves. McKesson, a Fortune 10 pharmaceutical distribution giant, was no different. They recognized this pattern and brought us in not just to consult, but to help them solve this fundamental problem. This wasn't about completing projects, it was about rewiring the DNA of Fortune 10 company product teams to make human-centered design its default operating system.
The Approach
The mission was clear, build a Customer Experience Center of Excellence (CX CoE) from the inside-out, embedding cross-functional teams of researchers and designers directly into their business units.
Built the Engine
Established a centralized CX CoE to standardize design practices and drive transformation.
Structured Collaboration
Aligned product, process, data, technology, and design around a shared view of the customer.
Fixed What's Broken
Tackled critical customer and employee journeys to drive efficiency and deliver immediate value
Elevated Design
Made design an imperative that influenced priorities and business decisions.
Cross-Functional Pod Structure
Pharma
eCommerce, distribution, inventory, and order management
Medical-Surgical
Supply chain and equipment logistics
HR
Employee experience and internal systems
Technology
Digital platforms and infrastructure
The Work.
As the VP overseeing this multi-year partnership, my role wasn't just to manage teams, it was to force collaboration, scale design maturity, and prove that a unified, strategic design function is one of the most powerful levers for growth.Revenue Leakage Research
We conducted comprehensive research that uncovered $200M in revenue leakage, creating a solution that has recovered $32M to date.
Employee Intranet Redesign
We redesigned the employee intranet, delivering $1.5M in cost savings through pure operational efficiency improvements.
Customer Onboarding Transformation
We transformed a critical customer onboarding journey, slashing the cycle time by 50% while driving $8.5M in new sales.
Clinical Employee Experience
We delivered a strategic roadmap for the clinical employee experience designed to improve $31M in business performance.