Gelesis: Plenity
Inspiring sustainable weight management with a digital customer experience backed by behavioral science
Truth
People value personalized support throughout their weight loss journey.
Beauty
Encouraging healthy rituals by combining a groundbreaking product with digital support, education, and community.
The Situation
When Gelesis launched Plenity®, a weight management product backed by behavioral science, they needed a partner to create a digital ecosystem that offered support, education, and community.
Plenity capsules are inspired by naturally-derived ingredients. They help you feel fuller, eat less, and lose weight. But, for Plenity to work as effectively as possible, members need to stick to a regimen of three capsules taken twice daily.
Gelesis partnered with Hero Digital to create a digital member experience that inspires program commitment, while also empowering members to live healthier lives.
What We Did
- Established the Plenity brand through a holistic digital experience
- Conducted primary research to develop a deep understanding of Plenity’s audience segments and their unique customer journeys
- Created a continually evolving digital member experience that brings together educational content, adherence tools, and health and wellness partners, all rooted in behavioral science
- Built a voice of the customer program that leverages surveys, interviews, data analysis, testing, and partner analysis to continually surface opportunities to improve the way we support members
- Launched and managed Plenity’s private Facebook community
- Guided the medical, legal, regulatory, and business review process for all CX assets
Services
- Research and Insights
- Experience Strategy
- Digital Business Strategy
- Technology Platform Planning
- Experience Design
- Innovation Strategy
- Content Management
- Content Strategy and Creation
“Hero has the right balance of strategy and tactical execution...delivering a mature program that, frankly, we don’t deserve to have yet.”
Our Impact
Informed by science, enriched by the customer’s voice
Hero Digital consulted with behavioral design expert Nir Eyal to design an experience that encourages adherence-building behaviors. Our internal team also included a behavioral health specialist, who helped guide the development of all content. To provide members with personalized support, we layered Voice of the Customer data (Qualtrics) into our segmentation models.
