Henry Schein
Henry Schein
2022 | Code And THeory
Unifying Henry Schein's Global Digital Experience to Empower Sales and Elevate Customer Service
Context & Challenge
Henry Schein, a leading US healthcare distributor serving millions of hospitals, dental practitioners, specialists, and labs around the globe, struggled with an outdated and fragmented digital ecosystem. With over 40 different localizations, each with distinct systems and offerings, crafting and consistently delivering a cohesive customer experience became impossible. HS’s robust catalog—spanning from basic supplies to complex equipment and service—lacked organization and strategic prioritization. Additionally, HS Sales Consultants did not have access to reliable customer data, limiting their ability to serve as consultative partners. The company needed to modernize while preserving the strong customer relationships that had defined their success.
Solution
We partnered with Henry Schein to create the Global eCommerce Platform (GEP)—aspiring to be the world's best healthcare supply and equipment eCommerce experience. Our team developed a distinctive, scalable design system that showcased Henry Schein's reinvented brand language while maintaining flexibility across markets and distributor sub-brands. We architected an enterprise-wide solution to centralize taxonomies and content entities, creating a unified customer record within SAP CDC. This foundation enabled personalized experiences and empowers Field Sales Consultants with integrated eCommerce and CRM capabilities. The new platform strategically highlights Henry Schein's full-service offerings while streamlining the customer journey.
My Role
As Experience Strategy Lead, I was responsible for the strategic vision and definition of the new Henry Schein product design system. I ran bi-weekly workshops with global stakeholders to define and align on comprehensive product requirements based on business needs across markets. Throughout the design phase, I orchestrated 6 rounds of qualitative user testing and subsequent optimizations, documenting design annotations and ensuring alignment between business and tech stakeholders as well as our strategic vision. My leadership facilitated the successful delivery of a robust design system to development vendor TCS that unified Henry Schein's digital experience across markets and brands, while transforming their old customer-centric (but highly manual) sales approach to a fully integrated, digitally enabled partnerships model.