Case Study: Merck improves content strategy and patient experience with Think Company

Merck cuts content review times by weeks with Think Company

Merck, a Fortune 100 pharmaceutical company, struggled with outdated platforms and cumbersome technical requirements that made creating and publishing content difficult. This challenge hindered its ability to effectively serve both healthcare professionals and patients. Think Company was engaged to help with a digital transformation focused on content strategy and change management.

Think Company designed a more intuitive content model with built-in compliance guardrails and a templated, digital-first approach. This solution included a centralized pattern library and established a continuous improvement cycle. The new process reduced content review times by weeks and created a more consistent patient experience. Following the successful launch, other channels within the healthcare organization adopted Think Company's customer experience design approach.

Merck