Think about the last time you dealt with the healthcare system. The forms you filled out for the fourth time. The hours you took off from work in order to spend 12 minutes with your doctor. The feeling that you were a case number in a system that doesn’t really know you.
That frustration can push you to look for answers elsewhere. How many of us have asked an AI chatbot a medical question, only to be reminded that it’s not a doctor and can’t provide medical advice? Or maybe it cited a study that doesn’t exist, misstated medicine dosages, or gave you false reassurance for a symptom that actually needed urgent attention.
Now imagine the opposite: you open an app and it already knows you. No form, just a conversation with a team that remembers your history and your goals. You can be confident the advice is real and current, vetted by actual clinicians, not hallucinated, and never out of date. And best of all, when you need a provider, there’s a provider. The distance between the existing system and what we know is possible today requires a complete reinvention.
Today, we announced that Hims & Hers is building that – and we’re already making progress. We’re making a multi-year commitment to invest in AI. We’re creating the first doctor-led, AI-native care experience, rebuilding consumer health from the ground up. It’s the difference between adding an AI feature and reimagining the entire customer experience with AI as both the strategy and the foundation. And it’s what will make it possible to access the caliber of care that has only ever been within reach of the wealthy. Care that is personalized to your biology, unified with technology that can catch what an annual physical misses, designed to get you the right treatment the first time, and is delivered seamlessly.
Our CTO Mo and his team have spent the last year developing the foundation behind it all and we’re already seeing the impact. Last week, we launched a completely reimagined care experience for Hers weight-loss members and a few months ago we launched Labs AI. Early signs show customer engagement is up, AI is taking on more non-clinical tasks, and most importantly, providers on our platform are spending more time on the thing they’re best at: delivering care.
These results are so powerful that we’ve decided to accelerate our investment in bringing this experience to life for all of our customers. We announced in our Q2’26 earnings today that we’re increasing our AI investment by bringing new AI talent to the team, continuing to invest in our existing talent, and opening an AI R&D lab in Menlo Park, where our technical team can work together in person in the heart of Silicon Valley. We expect this investment to pay for itself within 12 to 18 months, and more importantly, we expect it will allow us to make our offerings more affordable for customers and to expand internationally more quickly.
Internally, we call this transformation Project Galen, after Galen of Pergamon, a second-century Greek physician, surgeon, and philosopher, whose theories are grounded in continuous, individualized observation rather than one-size-fits-all convention. That’s at the heart of what we believe in at Hims & Hers.
Galen is not about replacing doctors. Clinicians on our platforms stay in charge of all clinical activities and in the loop, making them more effective, not less needed. AI takes the routine work off of their plates so they can spend their time on the judgment and nuance each patient needs. Quality leads everything. Lower costs and broader access are what happen when care improves, not trade-offs against quality.
We believe this is something only we can do well, and the reason isn’t just our technology. It’s trust, and we’ve been building trust for nearly a decade. Over the course of nine years, millions of people have trusted us to help them feel comfortable seeking care for conditions that should be normalized. Those nine years include nine years of data that has enabled a continually deepening understanding of what works, for whom, and why. We believe we’re the only company operating a true closed loop at this scale, from a customer’s first question through treatment, follow-up, and the ultimate outcome. The system learns from all of it. The goal was never to just give you a second opinion – we believe we can bring you the value of a thousand opinions into your care.
The future of health won’t be built by the companies with the best algorithms. It will be built by the ones people trust with their health who continue to earn that trust again, every single day. We’ve spent nearly a decade earning it. Now we’re going to prove what’s possible when trust meets technology: healthcare that is personal, present, and built entirely around you.
This is the beginning. We can’t wait to show you the rest.
