Medical Device Manufacturer | STAR
A device integration service
Innovation capability.
Context
A leading international MedTech company manufactures diagnostic equipment that requires integration into hospital information systems, giving clinicians access to device data directly within their clinical workflows.
This integration step is critical after every device sale, but it was being handled on a case-by-case basis: slow, inconsistent, and impossible to scale across a global customer base.
With each hospital running different systems and no standardised approach, the process had become a bottleneck. It was costly for the manufacturer, painful for customers, and a barrier to growth.
Solution
A Target Operating Model delivered as a Service Blueprint, mapping the full service lifecycle from initial customer engagement through to post-deployment support.
The blueprint defined the business processes, roles, tasks and tools needed to run device integration as a repeatable, scalable managed service.
Alongside this, we defined a value proposition for the service targeted at both internal and external customers, and a minimal viable solution giving the organisation a clear path from concept to pilot.
Impact
The blueprint gave the client the organisational clarity and strategic confidence to move the initiative forward grounded on an actionable plan for building a differentiated integration service that delivers consistent value to customers long after the device is sold.
My Role
I led a cross-functional team of service designers, solution architects, and clinical experts, shaping both the scope, activities and deliverables.
My role spanned stakeholder interviews with key organisational decision-makers, facilitation of co-creation workshops with the client, and hands-on application of service design methodology to drive the solution from framing through to delivery.
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