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2 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
Boomers 51-69 YO
Gen Xers 37-50 YO
Millennials 19-36 YO
A NEW GENERATIONAL MAJORITY IS EMERGING
53.5M 52.7M
44.6M
Source: Pew Research Center tabulations of monthly 1995-2015 Current Population Surveys, Integrated Public Use Microdata Series(IPUMS)
3 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
GENERATIONAL IMPORTANCE OF REWARDS
Boomers Gen Xers
Millennials
Base Pay
Workplace Flexibility
Medical/Prescription Coverage
85% 77% 63%
32% 34% 45%
71% 63% 49%
Source: 2016 Workforce Mindset Study
Work/life & Wellbeing Programs 20% 24% 40%
PTO Programs 54% 56% 54%
4 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
11%
23
–2
9
30
–3
9
24%
27%
40
–4
9
27%
50
–5
9
11%
60
–6
5
2,503 Consumers
G E N E R A T I O N S A G E S
F R E Q U E N C Y P A R T N E R S
T H E C O N S U M E R H E A LT H M I N D S E T S T U D Y
7
A N N U A L
TH
C O N S U M E R S
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Boomers 33%
Millennials 31%
Gen Xers 36%
Millennials
Emerging Millennials 10%
Established Millennials 21%
5 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
S T U D Y Q U E S T I O N S
WHAT
WORKS?
Personalization
Relevance Guidance
Incentives
Resources
Discouragement
Life
Time
Money
Family
Millennials
Men
Boomers
Women
Patients
WHO’S
UNIQUE?
WHAT
S IDETRACKS?
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
6
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
2
S A V V Y
C O N S U M E R I S M
I S S T I L L A
C H A L L E N G E
1
W E L L B E I N G
I S H A V I N G
A B I G G E R
I M P A C T
5
M U L T I -
C H A N N E L
E X P E R I E N C E
I S V I T A L
4
M E N T A L
H E A L T H
I S I N T H E
S H A D O W S
3
F R U S T R A T I O N
A N D
C O N F U S I O N
P L A G U E
P A T I E N T S
TOP INSIGHTS 5
7 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
WELLBEING IS HAVING A BIGGER IMPACT I N S I G H T
1
8
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
W E L L B E I N G I S H AV I N G A B I G G E R I M PA C T –
CONSUMER REALITIES
46% Concerned that unhealthy habits
will soon catch up with them 4x
More likely to be
engaged at work if in a
strong health culture 54% Say they do all they
can to be healthy
A L L W E L L B E I N G
D I M E N S I O N S A R E U P
I M P O R T A N C E I S D O W N
Diet
65% | 58% Exercise
59% | 53%
B U T
W H I L E
9
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
W E L L B E I N G I S H AV I N G A B I G G E R I M PA C T –
GENERATIONAL NUANCES
Concerned that their unhealthy
habits will soon catch up with them
Of those in other
generations
V S .
view social wellbeing
as important
V S .
54% Millennials
42%
53% Millennials
Of those in other
generations
43%
10 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017 10 Aon Hewitt | Consumer Experience
Consumer Health Mindset™ Study 2017 | Proprietary & Confidential
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ C O N S I D E R M Y O V E R A L L W E L L B E I N G
A N D B U I L D A N E N V I R O N M E N T T H AT
H O L I S T I C A L LY S U P P O RT S I T. ”
W E L L B E I N G I S H AV I N G A B I G G E R I M PA C T –
ADVICE OVERALL
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
11 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017 11 Aon Hewitt | Consumer Experience
Consumer Health Mindset™ Study 2017 | Proprietary & Confidential
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ M A K E S U R E T H E R E ’ S
A S O C I A L C O M P O N E N T. ”
W E L L B E I N G I S H AV I N G A B I G G E R I M PA C T –
ADVICE FROM MILLENNIALS
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
12 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
W E L L B E I N G I S H AV I N G A B I G G E R I M PA C T –
ACTION
Brand and market
wellbeing within
total rewards
Refresh efforts related
to diet and exercise
Build a strong health
culture focused on
“business decisions”
and “recognition”
Provide high-impact
decision-making tools,
personalized reporting,
and clear direction
AON
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
13 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
SAVVY CONSUMERISM IS STILL A CHALLENGE I N S I G H T
2
14
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
S AV V Y C O N S U M E R I S M I S S T I L L A C H A L L E N G E –
CONSUMER REALITIES
77% Of consumers
have regretted a
health care decision!
1 IN 5 Say high costs have led
them to decline other
coverage, stop taking meds,
or avoid care
ONLY 40% Know where to go to figure
out what a health service
they need or want will cost
D O W N 7 P O I N T S
15
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
60% Millennials
49% Those in other generations
V S .
S AV V Y C O N S U M E R I S M I S S T I L L A C H A L L E N G E –
GENERATIONAL NUANCES
38% Emerging Millennials
22% Boomers
V S .
Say healthy living requires
too much investment Seek an online view of health usage
16 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017 16 Aon Hewitt | Consumer Experience
Consumer Health Mindset™ Study 2017 | Proprietary & Confidential
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ U P Y O U R G A M E , B E C A U S E I T ’ S A S H A R D
A S E V E R TO S TAY H E A LT H Y A N D B E C O N F I D E N T
I N M Y H E A LT H C A R E D E C I S I O N S . ”
S AV V Y C O N S U M E R I S M I S S T I L L A C H A L L E N G E –
ADVICE OVERALL
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
17 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017 17 Aon Hewitt | Consumer Experience
Consumer Health Mindset™ Study 2017 | Proprietary & Confidential
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ K N O W T H AT I M AY H AV E H E A D K N O W L E D G E
A B O U T M Y H E A LT H , B U T I ’ M N O T N E C E S S A R I LY
A C T I N G O N I T C O N S I S T E N T LY. ”
S AV V Y C O N S U M E R I S M I S S T I L L A C H A L L E N G E –
ADVICE FROM MILLENNIALS
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
18
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
S AV V Y C O N S U M E R I S M I S S T I L L A C H A L L E N G E –
ACTION
Go back to basics with
health care and insurance
terms and tools
Develop mobile contact
cards and related “grab
and go” content
for health appointments
Hyper-personalize based
on demographics, health
care use, and more
Offer “how to” sessions on
comparison tools, finding
providers, and EOBs
AON ACTIVE
HEALTH
EXCHANGE
19
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
NAVIGATING HEALTH IN REAL L IFE
20 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
FRUSTRATION AND CONFUSION
PLAGUE PATIENTS I N S I G H T
3
21
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
F R U S T R AT I O N A N D C O N F U S I O N P L A G U E PAT I E N T S –
GENERATIONAL NUANCES
44% of Emerging Millennials
give up and hope
for the best…
But so do 32% of all consumers*
41% Millennials
37% Gen Xers
28% Boomers
“I have stopped trying
to figure out what I should
pay for medical services
and just pay the bill
when it comes.” *
* Among higher health care users * Among higher health care users
22
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
F R U S T R AT I O N A N D C O N F U S I O N P L A G U E PAT I E N T S –
GENERATIONAL NUANCES
Welcome service to help
review EOBs & make health
care appeals
87% Emerging Millennials
75% All Consumers
V S .
I N T E R N E T S E A R C H
S E E K I N G G U I D A N C E
& I N F O R M A T I O N
F A M I L Y O R F R I E N D S
75% Emerging
Millennials
37% Boomers
72% Emerging
Millennials
32% Boomers
* Among higher health care users
23 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ C O A C H M E I N U S I N G T H E H E A LT H S Y S T E M ,
B E C A U S E I D O N ’ T H AV E T I M E TO B E
A N E N G A G E D PAT I E N T. ”
F R U S T R AT I O N A N D C O N F U S I O N P L A G U E PAT I E N T S –
ADVICE OVERALL
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
24 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ U S E R E A L H U M A N S TO H E L P M E B E C A U S E I ’ M
L O O K I N G F O R H E L P &
I WA N T I T TO B E P E R S O N A L . ”
F R U S T R AT I O N A N D C O N F U S I O N P L A G U E PAT I E N T S –
ADVICE FROM EMERGING MILLENNIALS
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
25
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
F R U S T R AT I O N A N D C O N F U S I O N P L A G U E PAT I E N T S –
ACTION
Build a creative strategy to
simplify the health navigation
process with connections
and tech
Aggressively
promote “high touch”
advocacy programs,
concierge services, and more
Provide super-simple
steps to shorten the road to
success with the health
care system
Rearrange core wellbeing
website around what matters
most to consumers
RELX
26 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
MENTAL HEALTH IS IN THE SHADOWS I N S I G H T
4
27
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M E N TA L H E A LT H I S I N T H E S H A D O W S –
CONSUMER REALITIES
TOP 3 most helpful
resources from employer:
① 1-on-1 assistance
② Appointment flexibility
③ Expanded provider network
54% Report high stress
37% Report stress increase over past year
S T R E S S I S O N T H E R I S E 1 IN 5 Sought mental health
counseling or related
services in the past year
74% Had 1+ obstacles
in getting treatment
U P 5 P O I N T S
U P 4 P O I N T S
28
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M E N TA L H E A LT H I S I N T H E S H A D O W S –
GENERATIONAL NUANCES
Cite social, technological,
economic or political changes
as stressors
31% Millennials
23% Those in other generations
V S .
64%
51%
51%
40%
S t r e s s /
R e s i l i e n c e
T r a i n i n g
M e d i t a t i o n /
M i n d f u l n e s s
C l a s s e s
51%
41%
E m o t i o n a l
H e a l t h Ap p s
47%
36%
M e n t a l H e a l t h
Aw a r e n e s s
C a m p a i g n
Emerging Established
Emerging Millennials
Nearly
2X More likely than
Gen Xers & Boomers
Want communication on
what’s available*
Millennials
* Among those who sought counseling in past year
29 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
“ R E D U C E T H E S O C I A L S T I G M A A R O U N D
M E N TA L A N D E M O T I O N A L H E A LT H
S O I ’ M M O R E O P E N TO S E E K I N G H E L P. ”
M E N TA L H E A LT H I S I N T H E S H A D O W S –
ADVICE OVERALL
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
30 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
“ A C K N O W L E D G E T H AT W H AT ’ S G O I N G O N I N T H E
W O R L D I S TA K I N G M O R E O F A TO L L O N M E , B U T
I ’ M A L S O M O R E O P E N TO G E T T I N G H E L P. ”
M E N TA L H E A LT H I S I N T H E S H A D O W S –
ADVICE FROM MILLENNIALS
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
31
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M E N TAL H E ALT H I S I N T H E S H AD O W S
– ACTION WITH EMOTIONAL HEALTH
Create an emotional fitness
strategy to reduce stigma and
address stressful,
top-of-mind issues
Evaluate work environment to
assess emotional health &
elevate the conversation
among employees
Train leaders and managers
to spot the subtle warning
signs of a struggling
employee
Promote on-site classes
where employees can learn
coping skills to stay
emotionally fit
BAYLOR
UNIVERSITY
32
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
MENTAL ILLNESS IN REAL L IFE
33 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
MULTI-CHANNEL EXPERIENCE IS VITAL I N S I G H T
5
34
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M U LT I - C H A N N E L E X P E R I E N C E I S V I TA L –
CONSUMER REALITIES
“ I N - T H E - M O M E N T
I N F O R M A T I O N ” ( I M I )
Most Likely to Opt In
68% Managers
& Supervisors
61% Other Employee
Groups
76% High Health
Care Users
49% Low Health
Care Users
VS. N O T A S M U C H
64% Personal Email
44% Text Message
P R E F E R R E D I M I
C H A N N E L S
20% Work Email
11% Mobile Phone
13% Postal Mail
6% Land Line
VS.
Social media, app,
and wearable use
UP 10 PTS.
IN 3 YEARS ( O N A V E R A G E )
35
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M U LT I - C H A N N E L E X P E R I E N C E I S V I TA L –
GENERATIONAL NUANCES
73% Boomers
Care about the IMI source but only
57% Emerging Millennials
“ I N - T H E - M O M E N T
I N F O R M AT I O N ” ( I M I )
Most Likely to Opt In
72% Millennials
53% Boomers
VS.
36 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ C A P T U R E M Y AT T E N T I O N , A N D P R O M P T M E
TO A C T T H R O U G H A N A R R AY
O F C O M M U N I C AT I O N C H A N N E L S . ”
M U LT I - C H A N N E L E X P E R I E N C E I S V I TA L –
ADVICE OVERALL
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
37 Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
Source: 2017 Consumer Health Mindset™ Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
“ F I N D A N Y WAY Y O U C A N TO G I V E M E
‘ I N T H E M O M E N T ’ I N F O R M AT I O N . ”
M U LT I - C H A N N E L E X P E R I E N C E I S V I TA L –
ADVICE FROM MILLENNIALS
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
38
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
M U LT I - C H A N N E L E X P E R I E N C E I S V I TA L –
ACTION
Personalize IMI and make it
timely to guide consumers
Allow employees to control
and customize IMI to their
personal needs
Provide IMI via trusted
sources—like medical
professionals and
wellness providers
Deliver IMI through consumers’
preferred sources: personal
emails and texts
TARGET
39
Source: 2017 Consumer Health Mindset ® Survey: Aon Hewitt, the National Business Group on Health, and Kantar Futures
Aon | Strategic Advisory | Communications
Proprietary & Confidential | June 22, 2017
TURNING STRUGGLE INTO SAVVY
aon.com/consumerhealthmindset2017
S A V V Y
C O N S U M E R I S M
I S S T I L L A
C H A L L E N G E
W E L L B E I N G
I S H A V I N G
A B I G G E R
I M P A C T
M U L T I -
C H A N N E L
E X P E R I E N C E
I S V I T A L
M E N T A L
H E A L T H
I S I N T H E
S H A D O W S
F R U S T R A T I O N
A N D
C O N F U S I O N
P L A G U E
P A T I E N T S