Harvard i-lab | Building a For-Profit Company with a Foundation of Empathy and Humanity | Summary and Q&A

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December 8, 2014
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Harvard Innovation Labs
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Harvard i-lab | Building a For-Profit Company with a Foundation of Empathy and Humanity

TL;DR

PillPack, an online pharmacy, focuses on creating a customer-centric experience, providing personalized medication packaging, and maintaining empathy throughout their service.

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Key Insights

  • 😨 PillPack was founded with the goal of addressing the complexity of managing multiple medications and the lack of personalized care in traditional pharmacies.
  • 🐕‍🦺 The company differentiates itself through its emphasis on empathy and customer service, valuing the customer's needs and concerns.
  • 🎨 PillPack's packaging design and clear medication labels contribute to a simplified and convenient medication management experience.

Transcript

not Matthew um Matthew I think covered off introduction well um my name is Ian that's TJ I didn't um publicly today announced that I'd raised $8 and 3/4 Million last month in funding he did though um and that they're in 40 States so that's worth a round of applause and getting that over with um which is phenomenal we met in 2012 maybe early 13 earl... Read More

Questions & Answers

Q: How did TJ come up with the idea for PillPack?

TJ, who grew up in a family-owned pharmacy, observed the complex process of managing multiple medications and saw the need for a better solution. His personal experiences and interactions with patients led him to create PillPack.

Q: How does PillPack address the issue of medication adherence?

While PillPack does not explicitly track adherence, their goal is to create a seamless and convenient experience for customers, making it easier for them to take their medications as prescribed. By providing personalized packaging and clear medication labels, PillPack aims to improve adherence indirectly.

Q: How does PillPack prioritize empathy in their service?

PillPack's team values empathy and customer service at every level of the organization. They strive to create a personalized experience for each customer, ensuring that their needs and concerns are heard and addressed.

Q: How does PillPack plan to scale while maintaining its empathetic approach?

Scaling while maintaining empathy is a challenge that PillPack is aware of. They are focused on hiring individuals who share the same vision and values, ensuring that the organization remains customer-centric. As they grow, they will continue to prioritize customer experience and find ways to improve their service.

Summary & Key Takeaways

  • PillPack is a unique online pharmacy that offers personalized medication packaging and aims to provide a seamless and empathetic experience to its customers.

  • The company was founded by TJ, a pharmacist, who was inspired to create PillPack after witnessing the struggles of managing multiple medications and the lack of personalized care in traditional pharmacies.

  • PillPack's packaging is designed to be simple, clean, and easy to use, with clear pill labels and images to help customers identify their medications.

  • The company's focus on empathy and customer service sets them apart from traditional pharmacies, with a team that values putting the customer first and strives to make medication management easier for all.

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