Improving 90-Day Retention by 14% via Behavioral Trigger Systems
Sector: Health-Tech / E-Pharmacy (Truemeds)
1. The Challenge
In the high-churn world of e-pharmacy, the biggest leak in the bucket was refill consistency. Patients would drop off after their first order due to lack of reminders or friction in the re-order process. The goal was to transform a transactional pharmacy into a habitual health partner.
2. The Strategy
- 0-1 Retention Framework: Built a systematic “Reminder & Refill” engine from scratch. Instead of generic notifications, I implemented behavioral triggers based on the patient’s specific medication cycle.
- A/B Testing for Habit Loops: Conducted rigorous testing on reminder conversion rates—optimizing timing, channel (WhatsApp vs. App Push), and copy urgency.
- Revenue Optimization: Integrated a cross-selling and up-selling recommendation system for OTC (Over-the-Counter) products within the re-order flow to maximize LTV (Lifetime Value) without increasing acquisition costs.
- Internal Portal Synergy: Redesigned the internal Catalog and Ops portals to ensure that when a user was ready to re-order, the stock and delivery data were 100% accurate, preventing “Out-of-Stock” churn.
3. The Impact
- Retention Lift: Improved cohort retention by 14% through 0-1 initiatives.
- AOV Growth: Delivered a significant lift in Average Order Value via the OTC recommendation engine.
- Operational Velocity: Drastically improved CS and Catalog efficiency by modernizing internal tool UI/UX.
