Humanizing a health plan to grow share.
We used ethnographic research, co-creation activities and customer data to inform friendlier, more intuitive acquisition, member and provider experiences.
The experience features dynamic microsites by customer segment, each written in “human speak”, with custom content and wizards to power high-touch self-service.
To improve satisfaction rates and reduce call volumes, we also reimagined the logged-in provider portal based on an in-depth co-creation process with physicians, medical secretaries, billing staff and other power users.
As digital agency of record, we continue to drive innovation, from contextual push notifications to flag the needs of individual patients, to chatbots to interactive calculators.
- 324% increase in conversion rates
- 92% decrease in cost per acquisition
- 10% reduction in call center volume
- Consolidated web analytics