Case Study: Merck improves healthcare provider access and compliance efficiency with Think Company

Merck cuts Merck Formulary Resources review time from weeks to hours with Think Company

Merck, a global pharmaceutical company, faced a significant challenge as healthcare providers were not using its Merck Connect website. The core issue was that providers, working under time pressure, found trusted information more easily on other sites, which impacted patient care. Think Company was engaged to fix this through deep user experience research and design.

Think Company conducted research that revealed providers needed data, not marketing. They rebuilt the experience around direct information access, which restored trust. The solution expanded into creating a design system that slashed medical-legal review times from weeks to hours and building the Merck Formulary Resources portal. This portal grew to over 100 customers, gave payors self-service access to critical data, and freed account executives to manage more relationships effectively.

Merck