Gelesis: Plenity

Inspiring sustainable weight management with a digital customer experience backed by behavioral science

Gelesis Plenity Hero


People value personalized support throughout their weight loss journey.


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


  • 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.”

Lance Tyler
SVP Marketing

Our Impact

81% Find the member experience valuable
13K+ Facebook private community members
4.0% Average email click-through rate

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.