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Health insurance plans are rated at the bottom of the Forrester Customer Experience Index. Consumers believe insurance products are overly complex and unnecessarily so. Those that do have insurance do not understand it. And those that think they understand health insurance do not use it very well.
With the additional complexity of the Affordable Care Act, millions of customers that have never used health insurance products before will be coming into the “system” with little or no idea of how to purchase product(s) aligned to their needs.
This presentation is a practical guide to understanding and championing design thinking within your own organization.