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Tufts Health: Creating a World Class Future User Experience Platform


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William Pappalardo, Tufts Health Plan
Tim Reilly, Prolifics

Abstract: In this session, you will learn why Tufts Health Plan chose IBM's Customer Experience Suite and Employee Experience Suite to replace their existing portal portfolio. Tufts Health Plan wanted to ensure they had a world class future looking user experience platform in place before modernizing and investing in new capabilities for their users. The session will detail how they subsequently planned and delivered an effective online experience using portal, web content management, forms, social solutions and more. The team will discuss their business priorities, technology selection, lessons learned, and what's up next in their roadmap.

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Tufts Health: Creating a World Class Future User Experience Platform

  1. 1. ECE203: Tufts Health Plan Creating a World Class Future User Experience Platform Bill Pappalardo, Tufts Health Plan Tim Reilly, Prolifics © 2014 IBM Corporation
  2. 2. Introductions Who we are William Pappalardo is an IT Director at Tufts Health Plan. He is responsible for implementing all new applications as well as enhancing and supporting all existing applications. He has over 25 years of experience implementing a wide variety of applications onto many different platforms. Tim Reilly is a User Experience Practice Director with Prolifics, specializing in Portal and Web Content Management. He has led the implementation of many global projects using IBM WebSphere Portal and has extensive background in enterprise portal architecture. He specializes in providing Enterprise Java and Portal solutions leveraging IBM's Exceptional Web Experience products. He has over 10 years of experience with WebSphere Portal and is a former Apache Software Foundation committer 2
  3. 3. Agenda Tufts Health Plan and a Successful Digital Experience The Challenges and Opportunities Our Assessment and Implementation Process Lessons Learned 3
  4. 4. Tufts Health Plan and a Successful Digital Experience 4
  5. 5. Tufts Health Plan About Us, Who We Are Since 1979, Tufts Health Plan has been committed to providing a higher standard of health care coverage and to improving the quality of care for every member. Tufts Health Plan, through our philosophy, our people, and our innovation, offers you a local health plan with a national reputation for excellence. No one does more to keep you healthy. Mission: To improve the health and wellness of the diverse communities we serve Vision: Every life improved through access to high-quality, affordable health care 5
  6. 6. Tufts Health Plan  Second largest health plan in Massachusetts    ~ 1M Members Ranked by NCQA as one of the top US Health Plans for the past 9 years and also ranked as one of Top 10 Places to Work in Massachusetts in 2013 Serves 3 lines of Business    Commercial Membership (Generally < 65 years of age) Medicare Membership (Generally 65+ years of age) Medicaid Membership (Need based insurance)  Partnered with Cigna HealthCare in 2004 to service multi-state employer groups  Expanded coverage to Rhode Island in 2009  Company tag-line: “No one does more to keep you healthy”
  7. 7. Digital Experience Platform What is a World Class User Experience?  User Experience Strategy and Design – Beyond User Interface Design – What type of experience will customers, employees and partners have with your organization as whole? – Multi-discipline approach is need to create a strategy and execute that strategy in the context of a digital experience. – 7 What does it mean to be “World Class?”
  8. 8. Digital Experience Platform Advantages of the IBM Suite From Essential to Exceptional – customers are making the transformation today with exceptional digital experiences... Faster time to market & delivery 84% faster time to find experts 61% faster service delivery to new customers Increase win rates 60% increase in online sales conversion 85% sales conversion rate when use web tools Lower Operational Cost 62%customers didn't need to call 2X increase self service transactions Increase Customer Satisfaction 30% higher rating for web self service than help desk 30% increase in referral rates 8
  9. 9. Digital Experience Platform Importance of a Digital Strategy and a Digital Platform to Match  “Like most business strategies, various interpretations exist, but in general, a “digital strategy” involves: – Working within the digital landscape to drive more customized, personalized (and, in many cases, self-service) interactions with customers, employees, citizens and other stakeholders. – Leveraging data-driven decision making to make those interactions more effective – Using an organizational model that is more nimble and reactive to changes in the digital environment”  Whitepaper available at “Creating a digital strategy to provide exceptional digital experiences” 9
  10. 10. Challenges and Opportunities 10
  11. 11. Project background – Initial Challenge  IT: – Aqua Logic User Interaction (ALUI) portal product was being sunset by the vendor • Originally developed by Plumtree Software • Ownership transferred from Plumtree to BEA and then to Oracle – Oracle’s upgrade path for ALUI was to migrate to their latest product, WebCenter Portal – The ALUI to WebCenter Portal upgrade required a significant source code migration which opened up other market options
  12. 12. Opportunities of New Technology  2013 implementation would accelerate 2014 opportunities – Migrate and upgrade current Member portal. • Member feedback: complex plan designs, consumerism and competitive pressures escalate need to improve upon ALUI-based user experience launched in 2008 – Address escalating need for personalization and real-time response to support employers with custom plan designs – Migrate Public website to mitigate growing risk for inconsistent information across platforms (singlesource, centralized content management)  Expand internal and external collaboration and communication – – – – – 12 Unify wholly-owned subsidiaries Improve project execution through increased integration between IT & Business Extend Connections to remote workforce Interact with entire organization through moderated blogging Increase self-service business features for real-time customer response
  13. 13. Assessment Project Scope  In Scope – Complete the assessment of Web portal strategy • Incorporate input from a previously completed IT Strategy Assessment • Gather input from the existing portal business owners – Complete analysis of portal technologies • Java based products (Oracle, IBM, LifeRay) • .Net based products (Microsoft) • Cloud solution options • Removing portal product from the architecture – Finalize assessment deliverables: • Solution recommendations • Business case for 2013 implementation  Out of Scope – Enhancements to the web portal • Identified as an IT Infrastructure Project
  14. 14. Portal Assessment Timeline 1/2 1/9 1/16 1/23 1/30 2/6 2/13 2/20 2/27 3/5 3/12 3/19 Requirements Requirements Kick-off Reviewed and Reviewed and Responses Responses Approved Approved Requirements Selection Selection Criteria Criteria Selection Criteria RFP Development Reviewed and Reviewed and Vendors Vendors Finalized Finalized Shortlisted Shortlisted Orals Prep Orals Orals Completed, Completed, Vendor Vendor Selected Selected Orals Budgetary Docs RFP Issued RFP Issued Final Deliverable 3/26
  15. 15. Critical Decision Points  Licensing model  Social capabilities  Strength of partnerships  Attention to the sales process
  16. 16. And the winner is …
  17. 17. 2013 Customer & Employee Experience Suite Project Summary 17
  18. 18. Project Scope  Creation of a WebSphere portal environment – Target deploy: April 13      Acquire and setup new hardware Familiarize WebSphere consultants with details of Tufts Health Plan’s portals and existing environment Establish architectural principles for Tuft Health Plan’s portals on WebSphere Determine foundational topology for WebSphere portals Install, configure, and integrate WebSphere portal for all 4 environments  Migration of existing Broker & Employee Portals – Target deploy: October 13      90% of sales generated thru Broker Portal Sunsets oldest and most difficult to maintain portal Implement functional parity with existing portals Develop experience with new portal technology Knowledge transfer from Prolific’s consultants to Tuft Health Plan’s employees on nuances of migration  Out of Scope   Portals other than Broker and Employee New functionality beyond current state
  19. 19. Project Summary Original plan for 10 month project consolidated to 6 months – Four complete environments deployed • Portal • Forms • Connections Broker Portal migrated and significantly enhanced – Highly configurable by business – Consolidation of communications to Brokers – Increased efficiencies with Forms – Sharing internal sales data with Brokers – Improved Broker perception Adhered to Agile Systems Development Life Cycle Significant project time and cost savings Project scope driven by timeline and cost – Implementation date – immoveable – Scope decisions made based on project budget
  20. 20. Core Project Team Tufts Health Plan Prolifics •Project Manager •Management Oversight •Business Architect •Technical Architects •Technical Architect •Platform Administrators •Security Architect •Portal Developers •Business Analyst •Usability Expertise •Platform Administrators •Portal Developers •QA Testers •Business resources
  21. 21. Project Timeline Overview Jan Feb Mar 4/1 4/30 5/1 5/31 6/1 6/30 7/1 7/31 8/1 8/31 9/1 9/20 Hardware installed for all Hardware installed for all Kick off Hardware installed environments environments Dev/QA environment Dev/QA environment Databases installed configured configured Mandatory Application Application deployed toto deployed Dev and QA ready QA env QA env system freeze Production Production environment environment ready ready Application to Dev Websphere Websphere databases installed databases installed Application to QA Prod ready Final Application developed and Application developed and QA Testing Deliverable deployed toto Dev env deployed Dev env Prod Deployed
  22. 22. Project Summary  Project complete within original project timeline and within project budget – Original timeline was 10 months, project completed in 6 months – Project was completed slightly under budget  Initial project deployment scratched the surface of the what is possible with the new Websphere Portal technology – Expanded use of Forms, Connections and other Social capabilities  Very favorable responses to the new technology capabilities both internally and externally – High demand internally to migrate remaining ALUI portals – High user satisfaction from Broker community  Internal acceptance and approval of Agile SDLC – All portal projects will adhere to this methodology going forward
  23. 23. ALUI Broker Portal
  24. 24. WebSphere Broker Portal
  25. 25. IBM Digital Experience Suites: Proven Foundation of IBM Technology and Capabilities IBM Employee Experience Suite IBM Customer Experience Suite The Foundation WebSphere Portal V8.0 | IBM Web Content Manager V8.0 | IBM Forms V8.0 | IBM Web Experience Factory V8.0 IBM Connections v4.5 | Worklight v5.0 | Sametime v9 Foundational Capabilities Insights through instrumented analytics - Understand changing customer and employee needs with web, social, qualitative metrics Personalized and contextual experiences - Experience tailored to the unique audience context, behavior, and device of choice, delivered consistently across channels Seamless integration of business applications - Integrated business and social tools to provide a seamless self service experience Dynamic, rich content authoring and publishing - Improved LOB authoring, user and social generated assets management
  26. 26. Digital Experience Platform Foundation Product Mapping 26
  27. 27. Digital Experience Platform WebSphere Portal Technical Architecture Page / Content Portlet Container and Services Portlet API Aggregation Dynamic Rules Server / Side Aggregation iWidget Feed AUTHENTICATION Client UI Manager Page & Themes Content and skins Responsive Theme Imper- Feed WCM Tagging sonation Reader Rendering Search Live Text WSRP Rating Portal Web JEE JDBC Services Handler Community AJAX Portlet Site Model Credential Pages Proxy Composite Preferences Admin Policy/ Per- Vault Site- Security sonalization analytics SingleSignOn Apps Templates EJB Servlet Caching Feed Provider Web Content Management WebDAV . WCM API WSRP. Managed Pages XML Access Portal Script L , SAM Oauth Imp erso natio n AUTHORIZATION SiteDesign Content Approvals Authoring Syndication Content Rendering Projects RTE Enterprise Apps WCI and Remote BPM portlet producer Content Portal Database(s) User profile DB Content Repository LDAP Directorie(s)  Should the brightest people you have solve this or business problems? 27 WebSphere .
  28. 28. Portal Satisfaction Comparison Original WebSphere
  29. 29. Lessons Learned 29
  30. 30. Lessons Learned What Went Well  Stakeholders were included in day-to-day decision making / escalation points were clearly defined – they were usually in the room with the team  Having the decision maker in the room, helped to clarify question and expedite direction  Resources were dedicated to the project  People were focused on solving the problem and not the process  Amount of collaboration and effort was outstanding  Team likes the sense of ownership: felt like they owned a part of the solution, this contributed to people giving the extra hours and effort  Team members felt like their opinions mattered, they weren’t disregarded  People were encouraged to think outside the box, stepped out of normal processes and were willing to change, adapt and think outside the box  Investment of IBM and Prolifics team members throughout the project 30
  31. 31. Lessons Learned What Could Use Improvement  Project moved between waterfall and agile depending on the phase and the ability of various platforms to adapt. Some could adapt and some couldn’t/wouldn’t – some teams adapted better than others, when they couldn’t it caused delays  There was too much overlap of roles, especially initially in the project which resulted in significant confusion  Scope and timeline could have been better managed 31
  32. 32. Future Direction What’s Next  Continue to Migrate User Experiences for existing audiences – Members, Sponsors, Employees, Healthcare Professionals, more  Enhance, Improve, Existing User Experiences using new capabilities  New Initiatives and Experiences are being innovated by the business, now that they have the context of the new platform  Broaden the Use of Social Capabilities and Social infusion 32
  33. 33.  Access Connect Online to complete your session surveys using – any web or mobile browser : – Connect Online kiosk onsite Bill Pappalardo, Tufts Health Plan, Tim Reilly, Prolifics, 33
  34. 34. Acknowledgements and Disclaimers Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. © Copyright IBM Corporation 2014. All rights reserved.  U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.  IBM, the IBM logo,, are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at Other company, product, or service names may be trademarks or service marks of others. 34