CASE STUDY

Seamless Member Experience

An Integrated Digital Ecosystem

Creating a single platform experience for members

Integrating registration, 3rd party information, and navigation to create a seamless user experience for millions of members

The Client

Top 10 US Health Plan

Functional Area 

Business Innovation

Intended Use

Non-SaMD

The Result

Launched and used by million of members since 2014 with over 2M registered users

Challenge

Consumer-patients are underserved by a fragmented array of benefits, programs, touch points, and digital tools.  Only 300K had signed up for self-management programs.  When coupled with a pay-for-performance program pegged to HEDIS measures, client risk exceeded $100M.

Approach

  • Content strategy
  • Brand stratification,
  • Segmentation
  • HCD and Scaled Agile Framework for Enterprise (SAFe).

Solution

Medullan designed an integrated digital ecosystem bringing together over 15 digital properties, tools, and brands.  Personalized experience pathways were matched to consumer-patient cohorts and journeys. Measurement of those programs across first- and third- party brands and tools was implemented to track metrics over time.

By The Numbers

Member Engagement

4X

Drop In Service Calls

90%

Program Activation

2X

Target Users

5M+ eligible members

Technology

Mobile responsive web application and unified measurement tools and infrastructure

Markets

United States

Testimonial

A great company full of talented people who really knows healthcare and technology. Patient, strategic, passionate, and innovative, which is really contagious.

Interested in learning more?

New Field