Digital navigation tools are digital, scalable tools which direct members to particular care options, sites of care, and/or providers. These tools can cover the entire patient journey, from initial symptom check to finding a provider to submitting and understanding a claim. Currently, digital navigation tools in the market vary widely in capability and execution.

Digital navigation tools aim to steer patients to high-quality, lower-cost care, quickly producing ROI. These tools can also promote member engagement, encouraging utilization of preventative healthcare services and earlier intervention by suggesting the next best step for members. These features of digital navigation tools can also produce ROI for employers and plans over time.

Digital navigation services have seen increasing uptake over the past decade. These tools have become more common — and even expected — among payers. As technology advances, more of the healthcare ecosystem is complemented by virtual and digital solutions, and members become more familiar with technology in this space.

While digital navigation tools are simple in theory, execution proves difficult. Seamlessly combining multiple platforms, vendors, partners, and data sets is challenging. To effectively employ this tool, each stakeholder must meaningfully share data, but no one wants to relinquish their hold on key data or give up their position in owning the patient relationship.