In this episode of Hims House, Jonathan Stern, Louis Stevens, and Dr. H walk through the Hims customer experience, focusing on the weight management intake process. They explore the thoroughness of the signup flow, emphasizing how it mimics a traditional doctor’s visit while countering claims made in a Hunterbrook short report. Dr. H provides insights into how the system assesses customer data and adapts treatments, comparing the ease of Hims' virtual experience to the inefficiencies of the legacy healthcare system. They conclude by discussing customer support, logistics, and overall satisfaction, noting that most users are happy and appreciate the platform's convenience.

(00:00) - Welcome to Hims House

(00:45) - Dr. H starts the weight loss signup flow

(01:15) - Discussion on the short report by Hunterbrook

(10:50) - GLP-1s and blood tests

(11:30) - Could Hims displace primary care physicians?

(14:33) - Hims as a multi-product platform

(17:29) - Certificate of Analysis (COA)

(18:59) - Consultation with a doctor

(21:48) - Hims patient queuing system

(22:46) - Contrasting the Hims experience with the legacy

healthcare system

(25:39) - Timeline and cost comparisons: Hims vs. legacy system

(27:35) - Hims price bundling: doctor + prescription all in one

(28:17) - Hims Net Promoter Score (NPS) and customer satisfaction

Website: https://himshouse.com

Twitter/X: @himshouse

Discord: https://discord.gg/WPzMX448V8

Jonathan Stern - @jonathanrstern

Louis Stevens - @LA_stevens_

Dr. H - @stayathomedoc

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Ep 5 - Hims & Hers: The Customer Journey (Oct 3, 2024)