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Humana Digital Onboarding
Helping older Americans become digital-first healthcare customers.
Medicare is life and death for Humana's customers. Early onboarding smooths the transition.
Knowing that digitally engaged members are generally more satisfied with Humana overall, the business identified an opportunity area to get Medicare members digitally involved as soon as they sign up for a plan.
The plan was to create a digital "onboarding" experience that members could sign into as soon as they purchased a plan, even before the plan was effective.
The process
Research
Partner with a UX researcher to watch sessions with real users interacting with the prototype.
Design
Incorporate feedback into best practices and strategy that put our users first.
Deliver
Write & strategize content that both served our users and complied with federal & state legal requirements.
The results
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