hxr 2016: improving insurance member experiences -christopher neuharth
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Improving Insurance Member Experiences
Christopher NeuharthVP, Product Design and UX
Connecture
April 4th, 2016
What does Connecture do?
20M20 million consumers served across our platform annually
GroupIndividual & Medicare
Facilitated ~60% of all Medicare Advantage and Part D electronic enrollments across federal, carrier and broker markets
60%
“People choose not on the basis of what’s most important, but on what’s easiest to evaluate.”
-- Barry Schwartz, Paradox of Choice
Human-centered design process• Field research• Consumer surveys• Interviews• Prototype, test, repeat• Monitor analytics
Organizational involvement:• Broad team involvement• Product design guiding idea
management • Agile can be our friend
Vendor & client relationship is key• Collaborative roadmap & design• Join together on primary research
Get in the field!
of consumers said they would be somewhat or very likely to provide information on your prescriptions and doctor visits while shopping for insurance.
73%improvement with users selecting the “best plan” when using predictive cost calculators
3.5xIn drug savings for consumers switching to lower cost alternatives
>$2.5billion
Source: Connecture Consumer Survey 2015
Source: McKinsey Quarterly, Kaiser Family Foundation, Connecture Analysis
Source: Connecture DrugCompare Usage Data 2015
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