Three strategies for actionable member journey mapping

How to prioritize member goals across plan and provider interactions in journey maps

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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