Global MedTech company | STAR
A device integration service.
My contribution: Workshop Facilitation | Service & Systems Design | Value Proposition Design
Background:
A leading international MedTech company sought to build competitive advantage by transforming its post-sale device integration into a value-added service. While their diagnostic equipment was world-class, the critical step of integrating device data into hospital information systems was handled on a case-by-case basis. The company's ambition was to move from an ad-hoc technical task to a managed service model — one that could be delivered consistently and at scale.
Challenge:
Integration had become a costly and inconsistent bottleneck. With every hospital running unique systems, the lack of a standardized approach created friction for customers and made scalability impossible for the manufacturer. As Head of Strategy and Insights at STAR, my team was tasked to coordinate a cross-functional team through a strategic design-led process.
Solution:
A Target Operating Model (TOM), delivered as a detailed Service Blueprint. The blueprint mapped the end-to-end service journey — from initial customer engagement through to post-deployment support. Working alongside solution architects and healthcare experts, we defined the internal processes, capabilities, and tools required to run device integration as a repeatable, scalable business. To ensure the concept was actionable, we developed a phased implementation roadmap guiding the organization from initial pilots through to full global rollout as well as a commercial value proposition for upsell to internal and external customers.
Outcome:
The work delivered a structured operating framework that aligned all stakeholders around a shared vision of the service model. By defining a clear Minimum Viable Solution (MVS) and supporting it with detailed action plans, the client gained the strategic clarity needed to move forward with confidence.