Summary by Amanda Sagstetter and photos by Prime Therapeutics

Prime Therapeutics Team

On the morning of August 20, 2015, Prime Therapeutic’s creative director, Molly Sullivan, and her design team gave a behind-the-scenes look at how they helped evolve their company’s culture with their interactive Customer Experience Room.

Changing a company with an operational business focus into one with an equally strong consumer focus isn’t easy. Winning employee buy-in is a critical step in this somewhat disruptive process. How did Prime, a pharmacy benefit manager, convince its 3,500 employees that their main customers weren’t just health plans—but also 26 million very real members? By putting their employees in their members’ shoes. Through innovative design, they enabled everyone from customer service reps to senior leaders to clients to see, hear and feel what members experience when interacting with Prime.

During this event, Prime’s design team walked us through the project from concepts to finished product. They partnered with their customer experience team to design an immersive experience that brought Prime’s purpose and mission to life. Their design helped employees understand the pain points of the past and solutions for the future. This smart design led to increased employee engagement and improved member satisfaction.

After the presentation, Prime invited attendees into their workspace for more visuals, food, and a chance to talk one-on-one with the design and production team and also the customer experience team.

Presenters from Prime Therapeutics:

Molly Sullivan—Senior Director of Creative Services

Steve Gamache—Senior Graphic Designer

Nils Oiseth—Senior Graphic Designer

Mike Rupert—Graphic Designer

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About Prime Therapeutics:

Prime Therapeutics LLC (Prime) helps people get the medicine they need to feel better and live well. Prime manages pharmacy benefits for health plans, employers, and government programs including Medicare and Medicaid. The company processes claims and delivers medicine to members, offering clinical services for people with complex medical conditions. Headquartered in St. Paul, Minn., Prime serves more than 26 million people. It is collectively owned by 13 Blue Cross and Blue Shield Plans, subsidiaries or affiliates of those plans. Prime has been recognized as one of the fastest-growing private companies in the nation.

For more information, visit or follow @Prime_PBM on Twitter.

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Jhoselin Dominguez
Jhoselin Dominguez
Associate Director, Communications
I am a graphic designer from Kansas currently living in the Twin Cities of Minnesota. I graduated May of 2019 from Fort Hays State University with a B.F.A in Graphic Design. My hobbies include writing short stories, riding my longboard, and playing the piano.