Engagement Platform Relaunch
Case Study
M/A/R/C® facilitated rebranding and relaunching a national health insurance provider’s patient engagement product
The Challenge
Modern coaching tools are integral in the choice of health plan. Our client’s platform was outdated and had low usage. A redesign and relaunch was needed to create a “difference maker” relative to the competition.
Our client turned to us to:
- Identify key components of the offer that most appeal to specific stakeholders (benefits managers, brokers, employees)
- Determine adoption potential of alternative solutions to identify the optimal feature set
- Define the salient selling points of the optimal modern coaching platform for each key stakeholder group in order to retain current customers and attract/upsell new customers
The Solution
The Result
The recommendations drove the redesign and platform relaunch, providing users more touchpoints and a more interactive interface. Since the launch, reviews among benefits managers and employees showed much improved satisfaction and utilization of the platform. Additionally, an increased rate of recommendations among brokers was achieved.