Improving Insurance Member Experiences

Christopher NeuharthVP, Product Design and UX

Connecture

April 4th, 2016

What does Connecture do?

20M20 million consumers served across our platform annually

GroupIndividual & Medicare

Facilitated ~60% of all Medicare Advantage and Part D electronic enrollments across federal, carrier and broker markets

60%

“People choose not on the basis of what’s most important, but on what’s easiest to evaluate.”

-- Barry Schwartz, Paradox of Choice

Turns out… this is not a simple problem.

The “loop of despair”

Human-centered design process• Field research• Consumer surveys• Interviews• Prototype, test, repeat• Monitor analytics

Organizational involvement:• Broad team involvement• Product design guiding idea

management • Agile can be our friend

Vendor & client relationship is key• Collaborative roadmap & design• Join together on primary research

Get in the field!

of consumers said they would be somewhat or very likely to provide information on your prescriptions and doctor visits while shopping for insurance.

73%improvement with users selecting the “best plan” when using predictive cost calculators

3.5xIn drug savings for consumers switching to lower cost alternatives

>$2.5billion

Source: Connecture Consumer Survey 2015

Source: McKinsey Quarterly, Kaiser Family Foundation, Connecture Analysis

Source: Connecture DrugCompare Usage Data 2015