Transforming Healthcare Communication: Scaling a High-Impact Workflow Solution
At Alertive, I was a core leadership team member at a high-growth health tech startup, responsible for owning the full product function, vision, strategy, roadmap, and execution between 2021-2024. The company developed a digital communication product that was rolled out across multiple NHS Trusts to streamline communication between clinical staff.
The opportunity was to transform a basic communications app into a dynamic tool capable of automating workflows and providing critical data at the point of care, while navigating the strict regulatory requirements of the healthcare industry. We achieved this, and the great team there continue to take it from success to success.
My role was to establish and scale the product from its early stages. This included fostering strong relationships with customers, driving product innovation, and overseeing customer success. I collaborated closely with the executive team, engineering, marketing, sales, and customer teams to scale the impact of the product, ensuring its adoption and success across a growing user base.
I also worked alongside engineering to continuously improve the software’s delivery cycle, reducing release times from several months to multiple releases per month, with a clear path toward daily releases.
Using lean value frameworks, I defined core product bets that supported the company's overarching objectives. I set up frequent feedback loops with customers and end users to identify which roadmap items would have the highest impact. By collaborating closely with the engineering team, we frequently ideated and estimated solutions to different customer problems.
Additionally, I established analytics capabilities from scratch, enabling us to make data-driven decisions, understand user behavior, and enhance our market positioning.
I implemented a customer success framework centred around key areas such as user happiness, adoption of features, appetite for innovation and product advocacy. This approach gave focus to our customer interactions, which were essential for continuous product improvement.
I also worked closely with engineering to accelerate software delivery, all while maintaining compliance with healthcare regulations.
Alongside the roadmap, these efforts allowed us to scale the product significantly, growing the user base from 15 pilot users to over 60,000 users across 25 NHS Trusts.
As part of the product evolution, I played a key role in transforming the tool from a basic communications app into a sophisticated platform that automated workflows and delivered real-time access to critical data. One significant result was a 93% time saving for clinicians in communicating blood results.
Results
By the end of my tenure, Alertive had successfully scaled its user base and product offering, delivering significant operational efficiencies across NHS Trusts. Key outcomes included: