Mahad.

Led end-to-end discovery for Included Health's first new product in three years—a comprehensive Cancer Support Program for members facing cancer diagnoses. Achieved perfect 5/5 member satisfaction across all metrics through extensive member research including 20+ interviews and unmoderated testing sessions. Introduced new platform capabilities including in-app caregiver support and direct provider messaging that now serve as foundation for future product development. Gained CEO-level recognition for innovation and member-centric approach.

Spearheaded comprehensive discovery and strategic vision for major overhaul of Care and Case Management product—a flagship offering addressing $40M+ market opportunity serving high-complexity members who account for 40% of healthcare costs. Delivered transformative 2-year product strategy through rigorous research including 10 member interviews, 20 stakeholder interviews, 60 survey respondents, and 20 unmoderated testing participants. Created vision for AI-driven care delivery with projected 40-50% efficiency gains for clinical teams and ROI improvements from 1.6:1 to 3:1. Strategy received strong executive endorsement with CEO pushing team to "think even further out."

Led comprehensive overhaul of Included Health's entire User Research technology stack to dramatically scale research capabilities and reduce operational friction. Delivered 4x increase in member research volume (200+ moderated interviews, 400+ unmoderated tests) while reducing costs and timelines. Achieved 68 studies completed annually, placing Included Health in top 10 companies globally according to Maze. Reduced insight development time from 4 hours to 30-60 minutes (4x efficiency gain) and cut cost per moderated study from $1,300 to $600 (54% reduction). Transformed organizational research capability with new research repository, User Research CRM, and expanded toolset for only $20,000 net additional cost.

Conceived and led implementation of comprehensive measurement strategy to monitor essential journeys across web and mobile applications. Built measurement framework combining usability metrics, effort scores, journey analytics with qualitative questions and AI-moderated discovery interviews. Coordinated implementation across Legal, Security, IT, Engineering, General Management, and Design teams. Partnered with Sprig to create new organizational capability for real-time product health monitoring. Launching January 2025 to measure flagship product release with company's largest client.