Healthcare Monitor Services Analyzing the Digital Experience of Health Insurance Members and Prospects

Transcription

1 Corporate Insight User Experience Research & Competitive Intelligence Healthcare Monitor Services Analyzing the Digital Experience of Health Insurance Members and Prospects 2015 Research Overview

2 About Corporate Insight 2 Corporate Insight (CI) provides competitive intelligence and user experience research to the nation's leading finance and insurance institutions. For more than 20 years, CI has tracked new developments across industries through our syndicated Monitor research and consulting services. There are no assumptions in our work we use live accounts with industry leaders to benchmark their effectiveness across all channels and give clients unparalleled competitive intelligence. Our intelligence services are utilized by most of the Fortune 500 financial service and insurance firms. Our research and analysts are frequently cited in media outlets such as The Wall Street Journal, Barron s, Bloomberg, CNBC, Forbes and SmartMoney and news publications like the Associated Press, New York Times, Newsweek, TIME and USA Today. Corporate Insight publishes 16 Monitor Services across 7 key verticals: Insurance Healthcare Monitor Life Insurance Monitor P&C Insurance Monitor Annuity Monitor Asset Management Mutual Fund Monitor Advisor Monitor Banking & Cards Bank Monitor Credit Card Monitor Small Business Monitor Brokerage Broker Monitor e-monitor Monitor-Institutional Workplace Retirement Plan Monitor Retirement Plan Monitor- Institutional Education Alumni Monitor Mobile Finance Mobile Monitor

3 Healthcare Monitor Overview Research that reveals best-in-class digital experience Healthcare Monitor examines the digital member experience of leading group health insurance firms. By leveraging our competitive intelligence methodology that Corporate Insight (CI) has perfected in financial services over the past 20 years, we help to improve the relationships between health insurance firms and their members. Our unique research offers healthcare carriers an authentic, first-hand look at the industry s online capabilities, including web usability, account management, billing, claims, mobile capabilities, social media strategy, tools, educational content, and wellness programs. We also showcase examples of best practices from other industries to help foster new ideas. Insight delivered by analysts who track the leading innovators Like CI s other Monitor services, Healthcare Monitor tracks the daily member experience at the leading healthcare insurance firms to determine emerging best practices. Our coverage group features the top firms by market share, as well as some of the smaller firms that are doing something original from a customer experience point of view. We keep our clients attuned to the pulse of the industry, highlighting important developments and the latest trends to encourage proactive member engagement.

4 Healthcare Monitor Services 4 H E AL T H C AR E M ONITOR Healthcare Monitor s Unique Approach Corporate Insight (CI) tracks live accounts at leading healthcare providers to share analysis of the member experience online. We get behind the login and analyze public and private member sites. Cross-Provider Comparison: Research of the member experience focuses on web offerings including best practices and new developments with a focus on: Web Usability - Account Management - Billing, Claims and Statements - Mobile Capabilities - Social Media Strategy Tools, Education and Content Design and Functionality

5 Our Clients Turn to Corporate Insight to 5 o Build support for and validate internal change o Properly leverage technology to reduce costs o Improve the member experience & service with enhanced web, mobile and social media offerings o Save time planning web development, marketing design and client communications o Benchmark to leading providers & prioritize enhancements Through a combination of user insight and actionable recommendations, we help our clients close competitive gaps, and leverage intelligence to retain and grow their business.

6 Multiple Departments Supported by Corporate Insight 6 Group Marketing Product Web Design & e-commerce Member Experience Distribution Compliance & Legal Support Functions Ability to review messaging from key competitors for idea generation and comparison Know what latest products or services are being featured on competitors websites Availability of collateral pieces received related to the accounts we monitor Benchmark existing products or services with leading competitors Assist redesign efforts to ensure next generation of products are leading edge Understand key product features and pricing across competitors We are utilizing actual accounts not test accounts so the experience is authentic Understand overall navigation, web structure and latest functionality Availability of behind the login videos and analysis of competitors websites Constant monitoring of the evolving customer experience at leading firms Monitor the experience of mobile, as well as some offline activities and campaigns Monthly reports offer a detailed analysis on key customer interaction points with best practices and ranked firm performance Know how competing products are presented to prospects and to (their) clients Ability to see how competitors may be positioning themselves or a product Understand current offers being broadcast on web and mobile areas Compare disclosure language and terms of products and services Understand how types of risks are described, how/where the fine print is placed The report archives allows you to refer to past disclosures, across the competitor set One license provides enterprise-wide access to our research and analysts

7 Healthcare Monitor Firms 7 Ultimately tracking over 30 key providers. Healthcare Monitor Coverage: Aetna Anthem BCBS Blue Cross Blue Shield of Mass Blue Cross Blue Shield of Illinois Cigna Empire BCBS Harvard Pilgrim Healthcare.Gov Humana Oxford Health Plans Tufts UnitedHealthcare Others: Amerigroup Avera Blue Cross Blue Shield [multiple] Cambia Health Solutions Capital Blue Cross Capital District [CDPH] CareFirst [BCBS MD] Centene Corporation Coventry [Aetna] Emblem Health Florida Blue Fidelis Care Group Health Cooperative [WA, ID] Health Alliance [MI] Health Net HCSC [BCBS MO, NM, OK, TX] Highmark [BCBS PA, WV, DE] Horizon [BCBS NJ] Kaiser Permanente Lifetime [Excellus, Univera] LifeWise [OR] Medical Mutual Molina Healthcare MVP Health Oscar Health Premera [BCBS AK, WA] Priority Health WellCare

8 Healthcare Monitor Service Components 8 Healthcare Monitor delivers 28 research deliverables annually Reports (Monthly) A deep dive analysis on a particular element of the member experience. Each firm is tested against an objective, highlighting best practices and recommendations and comparing firm s offerings across the industry. Updates (Monthly) A monthly publication covering, changes to the website, mobile platform, marketing/product announcements of the firms, etc. Capabilities Matrix (Quarterly) Collateral Materials Analysts Support Matrix Firm A.... Firm B... Firm C.... Firm D... Firm E.... Firm G.... An excel spreadsheet detailing key product and service attributes across major categories. The matrix will cover web attributes, mobile capabilities and service details. All collateral and communications received are available to download including statements, marketing materials, newsletters, disclosure documents and s. o Analyst Access: Client has unlimited access to research team for ad hoc inquiries. o CorporateInsight.com: Enterprise-wide access to research/archives on our portal.

9 Healthcare Monitor Reports Monthly Reports examine a particular element of the member experience. Each firm in is examined against a set of specific member objectives. The research provides screenshots of each firms performance and best practices across the board. Monthly Report Topics: Web Usability o Public and member site overviews including promotions o Navigational structure o Tools (symptom checker, find a doctor, find a hospital, cost estimators) o Deductible trackers o Website search functionality Mobile o Tablet and smartphone overviews o Functionality and navigation o Alerts and tools 9 Plan Management o Plan tab(s) o Balances, deductibles o Claims process, claims forms o Statements Best Practices, Recommendations Detailed Competitor Matrix Programs o Plans and product descriptions o Comparison tools of features o Medicare options and informational documents o Member benefits and discount programs Executive Summary, Key Findings Wellness Programs o Learning Centers including videos o Preventive health tips and guidelines o Health Trackers Social Media, Activity and Stats

10 Healthcare Monitor Updates 10 Updates An ongoing look at healthcare insurance sites. Reports all changes to each firm s public & private websites. o Structural/functional website changes o Changes to mobile offerings o Health-related commentary o New products and services o New tools and calculators o New educational materials o Social media updates Introducing new tools and calculators: Social media capabilities & campaigns: Sites revamps, microsites and navigation enhancements: Product changes and policy information Firms address security issues, PR and other member communications:

11 Healthcare Monitor Matrix 11 Capabilities Matrix An excel spreadsheet detailing key product and service attributes across major categories. The matrix will cover web attributes, mobile capabilities and service details. General and Public Site o General Contact o Website Features o Social Media Site Presence o Location of Mobile Site Links o Plan Education o Healthcare Reform Education o Tools & Calculators o Health Plan Content Location Member Site o e-document Availability o Plan o Profile o Online Billing/Claims Services o Member Tools and Resources

12 The Advisory Panel 12 Why Use an Advisory Panel? The goal of The Advisory Panel (TAP) at Corporate Insight is to expand our reach into other markets. Our panel is meant for achieving access to hard-to-reach websites. We strive to have several back-up logins per firm to ensure access and test for customization. The benefit of TAP is that Corporate Insight can apply our time-tested model of authentic, first-hand experience to provide best-in-class competitive intelligence. How We Recruit It is a continuous process. Recruiting for panelists requires significant time. For each successful recruit, there are 50+ respondents that don t qualify. We do not disclose who our panelists are or where they work. We screen each prospective panelist in a telephone interview. We outline our research process, security measures for safeguarding login credentials, and how we ll interact with them throughout the year. They are encouraged to share with us any experiences they have, which may be included in our research. The Process Our research is a combination of observational and interrogation techniques. These include: surveys, indepth interviews, remote web sessions as well as on-site viewing in our usability test lab.

13 20+ Years Experience with a Distinguished Group 13

14 Contact Craig Sherter Director of Business Development (646) Corporate Insight, Inc. 420 Lexington Avenue, Suite 2655 New York, NY