Client Goal 
Engage key customers in a loyalty-program setting to explore new ways to reduce medical-surgical cost-to-serve across providers and suppliers.

​

Background

The challenge was not a lack of ideas. It was determining which opportunities were truly worth pursuing and creating alignment around where investment could drive the greatest impact.

​

Decision at Stake
Which opportunities should the company invest in to drive meaningful impact—and which should they avoid?

What We Did
The AND Group designed and facilitated two structured sessions that brought customers into the conversation in a focused, real-world context. Rather than simply gathering feedback, we created an environment where participants could react to ideas, build on each other’s thinking, and surface practical, experience-based insight grounded in how they operate day-to-day.

​

What Changed
Through direct dialogue with customers:

• The company gained clearer visibility into where real value existed

• Ideas were pressure-tested in the context of actual workflows and constraints

• Internal stakeholders aligned more quickly around the most relevant opportunities

The conversation shifted from broad exploration to focused prioritization

The sessions generated more than 30 use-case ideas, with 8 prioritized and advanced into development. More importantly, the company was able to focus investment on opportunities with stronger real-world relevance, avoid lower-value ideas unlikely to gain traction, and move forward with greater confidence in where to invest and why.