When National Pharmacies was looking for new ideas to tap into disruptive technologies and drive the consumer-grade engagement their 350,000 members have come to expect from much larger competitors, they went back to basics and started their IT transformation with API-first design thinking. Ryan Klose, Executive General Manager, spoke to me about his journey and how his conversations with executives, board members, and employees have evolved along the way.
The attention economy demands engaging experiences across devices and channels, data-driven business agility, and just enough of the right kind of governance to scale enterprise-class digital offerings. At National Pharmacies, that meant delivering a mobile loyalty app, modernizing their core applications, and extending the governance they needed to build trust in their digital future.
For everything he had to work with, a crystal ball wasn't readily available. So rather than try to predict the future of work at National Pharmacies, Ryan and a core team of technical and business architects decided to work with Rubicon Red and Oracle's Cloud Platform with Autonomous Services to make it happen every day.
They knew their new workforce would be a mix of people, virtual assistants, and eventually, robotics. The local, personal touch had served them well and needed to be carried forward into the attention economy. So they evolved what they call "conversational governance", a powerful mix of design thinking and high-productivity delivery based on three big ideas:
Watch the video where Ryan Klose outlines his approach to accelerating project delivery by 5X.