Product management lessons from Amazon’s $4 billion acquisition of One Medical

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TLDR

Dr. Joseph Michelli—speaker, consultant, and bestselling author—joins me to explore how product innovation and exceptional customer experiences can transform industries, with a deep dive into One Medical, the patient-centered healthcare startup recently acquired by Amazon for $4 billion. The conversation sheds light on designing human-centric experiences, the strategic use of technology and AI, and the importance of empowering both employees and customers in service delivery. Practical takeaways for product managers include blending automation with empathy, continuous improvement through design thinking, and fostering workplace environments where innovation thrives.

Introduction

If you’ve ever struggled with whether to automate a customer touchpoint or keep it human, if you’ve wondered how to measure the “personal” side of your product experience, or if your team debates where AI helps versus where it hurts customer relationships—this discussion is for you. We’ll examine how companies dominate their markets through product innovation and customer experience that creates loyal fans, with a focus on One Medical, a start-up that Amazon acquired for $4 billion. 

Our guest is Dr. Joseph Michelli, an internationally sought-after speaker and organizational consultant. He is a New York Times #1 bestselling author who has spent his career inside the world’s most customer-obsessed companies—from Starbucks and Ritz-Carlton to Mercedes-Benz and Zappos. His latest book, All Business Is Personal, examines the human-centered approach that made One Medical stand out in healthcare.  

Summary of Concepts Discussed for Product Managers

The One Medical Story:
Founded by innovator Tom Lee, One Medical reimagined primary healthcare by leveraging technology for convenience, accessibility, and eliminating pain points (like waiting in both the waiting room and exam room). Their membership model allows customers to view providers’ schedules directly and schedule appointments online. Ninety-seven percent of their patients wait for less than three minutes to be seen by their provider. One Medical’s model integrates with existing health insurance, while streamlining scheduling, communication, and clinical experiences.

Designing for People:
One Medical designs not only for customers but also for employees. Especially in healthcare, where burn-out and lack of talent are serious challenges, a humane experience for employees is essential. One Medical leverages user experience (UX) research, streamlines workflows, and uses AI to handle administrative burdens and enhance face-to-face interactions.

Practical Innovation:
With influences from design thinking and Lean methodologies, One Medical empowers all team members as “spotters and solvers.” Practices like job rounding, customer walks, huddle boards, and cross-functional problem-solving are part of their DNA.

Amazon’s Influence:
Joseph discusses Amazon’s acquisition, culture clashes (and blends), and the unique challenge of integrating a highly human service business into Amazon’s tech-forward ecosystem.

Healthcare of the Future:
The integrated experience—app-based triage, same-day appointments, telehealth, and even Amazon Pharmacy delivery—showcases the potential of digital-centric, consumer-driven healthcare.

Useful Links

• Check out All Business is Personal
• Connect with Joseph on LinkedIn
• Visit Joseph’s website

Innovation Quote

“Anyone can invent. Very few can innovate.” – unknown

Application Questions

1. Where do you see opportunities in your organization to redesign both customer and employee experiences using human-centered design thinking?
2. How can your product team balance the use of automation and AI with the need for genuine human connection?
3. What barriers currently prevent your team from regular customer empathy activities, such as shadowing or role rotation?
4. How can frontline employees become more confident and able to solve problems in real-time?
5. What processes or traditions does your organization repeat “because they always have”—and how could they be challenged or reimagined?

Bio

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His books include:

• Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
• The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging
• Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
• Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People
• The Zappos Experience: 5 Principles to Inspire Engage and WOW
• Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
• The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
• The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
• When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle.

Thanks!

Thank you for taking the journey to product mastery and learning with me from the successes and failures of product innovators, managers, and developers. If you enjoyed the discussion, help out a fellow product manager by sharing it using the social media buttons you see below.

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