I became aware of PillPack a while back, from this story by Wired in 2017: https://www.wired.com/story/pillpack-pharmacy-of-the-future-is-ready-for-your-bathroom/. The company is a news sensation with its $1B acquisition by Amazon in recent days.
https://www-forbes-com.cdn.ampproject.org/c/s/www.forbes.com/sites/michelatindera/2018/06/28/32-year-old-founder-sells-his-pharmacy-startup-to-amazon/amp/
I’m posting about this because the execution of the PillPack vision is a great example of service design in action. Delivering sorted, packaged, labelled medications for those that would otherwise spend hours dividing up pills, fretting about dosages, and interacting with plastic day-of-the-week pill boxes is a great service that required thinking about all aspects of delivery: the customer experience, internal processes, operations, and distribution.
I remember watching my grandfather tear his hair out at the kitchen table on Sundays with a boxful of prescription bottles, piles of pills, and a magnifying glass to read instructions and make sure he got everything right… counting and recounting to ensure nothing was missed. The stress was palpable. This is such a great solution, and is now a disruptor in the industry. While Amazon may have made the acquisition for their troubles nailing down the legal aspect of pharmaceutical mail delivery (PillPack had that covered), a great service experience such as this will soon be commonplace with the scale of Amazon.
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