From Invisible Infrastructure to Visible Platform
The Challenge
Verato had built a strong position in healthcare with software that worked behind the scenes to manage and connect patient identity data across multiple databases. It was reliable, useful infrastructure, but it was largely invisible and limited in scope.
Verato wanted to evolve into a platform clients could engage with directly. They needed help to design for growth, multiple identity types (patients, providers, and consumers), new product lines, self-service capabilities, third-party data integrations, and business analytics.
The Collaboration
Forge Harmonic engaged from the ground up using stakeholder interviews, service and system mapping, end user interviews, and persona development, to create a full experience vision and strategy. The final product included experience storyboards, information architecture, a design system with detailed specifications, and high-fidelity prototypes.
The stakeholder interviews created executive alignment early, enabling leadership to make key decisions about product direction and sales planning. Centralizing fragmented patient records into a single authoritative ID per patient produced a clearer, more accurate picture of patient populations and geographies. It also uncovered significant revenue opportunities in repurposed patient data, with implications for staffing, acquisitions, and partnerships.
The Results
The complete, unified platform vision and design delivered by Forge Harmonic became the framework for Verato's new product suite. The blueprint gave Verato the foundation to grow its product management organization, build an internal design team, and execute a new vision and product suite at scale.
