It’s no secret that when compared to other industries, health plans continue to rank poorly in consumer experience. With consumers demanding a health care experience as seamless as their experience in other industries, health plans are making huge investments in digital tools to guarantee a personalized, frictionless health care experience.
Member journey maps can therefore serve as an important tool for plans to understand consumer pain points and prioritize investments on the most impactful plan-member interactions.
However, journey mapping remains a challenge for plans because member journey maps differ across member goals, plan departments, and provider and non-provider stakeholders. As a result, journeys maps are often complex and involve a myriad of touch points making it impossible to uncover actionable insights.
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The Member-Centric Virtual Service Model