A stellar digital experience does more than increase the bottom line for a healthcare organization. It improves patient and clinician engagement while leading to better health outcomes. Our client, a healthcare payer and services provider, saw an opportunity to enhance their ability to provide digital experiences by developing internal product capabilities.
To that end, West Monroe designed a personalized digital platform to consolidate disjointed solutions. We also helped align executive leadership on their vision to reimagine the clinician experience, identify high-value opportunities that reduce clinician burden, and design integrated experiences—all backed by viability, feasibility, and desirability analyses. Together, we set the foundation to design, build, and launch new digital products.
from ideation of the digital operating model to MVP
increase in Medicare STAR Ratings
potential medical assistant time saved per day
The demand for better experiences and tools rises as digital products permeate more areas of consumer life. Our healthcare client needed to create an integrated and personalized consumer experience to meet those kinds of expectations.
Their goal was to consolidate disjointed digital platforms in order to improve data sharing across the organization and provide better experiences for their patients and clinicians. Data sharing was essential for adding personalization that improved constituent engagement and patient outcomes.
We helped turn our client’s broad vision into a clear, executable product strategy. To set up the foundation for change, we removed departmental siloes, designed their digital operating model, and established the governance needed to manage the client’s portfolio.
We wanted to help the client realize value faster and avoid missteps. The prep work we did at the outset was vital to reaching that goal—assessing more than 160 digital assets, scoring them, aligning them to customer journeys, and prioritizing them.
How did our approach help this multi-billion-dollar payer and provider organization build an integrated, personalized digital experience?
Our client went from ideation to minimum viable product (MVP) in just one year. Using agile development methodologies, we were not only able to provide a long-term strategy but also develop a product that was driven by it. By getting their MVP to market quickly, we helped them replace a digital experience that was purely transactional and lacked meaningful engagement. As a result, we created a single ecosystem that delivers a consistent and integrated experience while eliminating departmental siloes.
Digital transformation opened the way for the client to provide a customizable experience—putting power in the hands of clinicians and equipping patients with digital tools. We’re confident that increased patient engagement through curated tools will lead to better patient outcomes, ultimately improving user health.
Like most healthcare organizations, our client was experiencing escalating administrative costs. Further complicating matters was a lack of tools to gather data insights that drive action. The client came to us to reimagine the clinician experience and deliver a streamlined solution that expedites clinician access to payer information.
Our client had a noble goal: improve the interactions between payers and clinicians. But tackling burnout, a growing administrative workload, and limited payer data at the point of care was no small task. We helped them create alignment around key outcomes and strategy, ideate potential solutions, and define a future state roadmap for reaching their goal.
Before starting this project, we already had a strong relationship with the client—providing indispensable insights into their current state. They also chose us for our proven product strategy, knowledge of the product and health industries, and pre-existing deep relationships within product organizations. How did this multidisciplinary expertise contribute?
Our healthcare and product teams helped break down departmental silos and align stakeholders on the vision—ensuring we completed the project on schedule. They were also crucial to every critical juncture of this project, including:
Our client wanted to help clinicians better serve their patients. The project achieved this goal in several meaningful ways. For example, partnering with a commercial platform built for payers will help solve critical pain points for 50% of network clinicians. The recommended solution will result in a 10% reduction in denials and a 25% increase in STAR scores.
Another notable impact happened during solutions discovery: We developed custom solution wireframes and prototypes that could save medical assistants up to three hours daily by reducing time spent looking for claims and clinical data. By creating executive alignment around the product vision, we were able to ideate scalable solutions that will save the client money while improving net promoter scores and patient outcomes.