Sleep Treatment Onboarding for OSA Patients

How might we help patients on CPAP-therapy feel more supported & empowered in their OSA journey?

CONTEXT

Scope: patient-journey mapping, healthcare ecosystem mapping, value proposition generation

Client: Global medical device manufacturer

Partner: C Space

roles & responsibilities: As principal researcher and client lead, I managed a team of two analysts over a year-long research project. Our work examined both overall patient onboarding journeys and channel-specific needs to innovate on service delivery and develop an optimized omnichannel strategy.

outcomes: increase of 3% in market share and 60% in sales revenue for brick and mortar retail; launch of sales via Amazon; development of a new mobile CPAP therapy tracking app.

Background: Our client, a CPAP device manufacturer, faced increasing market pressure as patients became more health-conscious and gained access to diverse purchasing channels. To overcome low brand recognition and adapt to changing consumer preferences, they expanded from traditional medical suppliers to more accessible retail channels like Amazon and CVS.