Walker-Lečić
Recommending a better path for Medicare
Role: Experience Director, Strategy & Design
Agency: Publicis Sapient
Cast: Humana Stakeholders + PS Product, Strategy & Research Teams
Humana, a healthcare insurance provider, aims to evaluate and improve its member experience with regard to the Medicare Part D journey. Issues are preventing members from having a seamless and satisfactory experience throughout the entire process, including enrollment, plan selection, prescription drug coverage, and overall care coordination.
As a champion for senior Medicare customers at Humana health insurance, I took on the responsibility of advising and crafting the experience strategy for the Part D Medicare service blueprint, customer journey, and user testing artifacts for MyHumana.
1. Guided Annual Enrollment Experience
2. Plan Recommendations
3. Year-End Review
- Overall users saw positive intent of ‘Humana Recommends.’
- Users stated they would open emails from Humana.
- Preference questions were clear and users felt they had a place to select what was right for them – although some wanted to choose each one and see what would happen.
- The value has to be enough to make some types of changes – “I would not change from the location I like for $4, but maybe $10.
- Users were pleasantly surprised that the recommendation was not automatically by mail – although some stated they were more open to mail than before having experienced it during the pandemic. This seemed to also bolster confidence that Humana is trying to make the best recommendation for people.