This section of the agenda will feature leaders in innovation, customer experience, and design within the health insurance space. Each panelist will present the current state of experience at their organization, what successes they have seen, what situations they have learned from, and what their challenges and obstacles are, and where they would like to see things head in the future. Then Amy Cueva will guide the group in a discussion around strategy, measurement, culture change, and other important topics relevant to delivering phenomenal experiences.

1. Improving Insurance
Member Experiences
Christopher Neuharth
VP, Product Design and UX
Connecture
April 4th, 2016

2. What does Connecture do?
20M20 million consumers served
across our platform annually
Group
Individual
& Medicare
Facilitated ~60% of
all Medicare
Advantage and Part
D electronic
enrollments across
federal, carrier and
broker markets
60%

3. “People choose not on the basis of
what’s most important, but on
what’s easiest to evaluate.”
-- Barry Schwartz, Paradox of Choice

4. Turns out… this is not a simple
problem.

5. The “loop of despair”

6. Human-centered design process
• Field research
• Consumer surveys
• Interviews
• Prototype, test, repeat
• Monitor analytics

7. Organizational involvement:
• Broad team involvement
• Product design guiding idea
management
• Agile can be our friend

8. Vendor & client relationship is key
• Collaborative roadmap & design
• Join together on primary research
Get in the field!

12. of consumers said they would
be somewhat or very likely to
provide information on your
prescriptions and doctor visits
while shopping for insurance.
73%
improvement with users
selecting the “best plan”
when using predictive
cost calculators
3.5x
In drug savings for
consumers switching to
lower cost alternatives
>$2.5billion
Source: Connecture Consumer Survey 2015
Source: McKinsey Quarterly,
Kaiser Family Foundation,
Connecture Analysis
Source: Connecture DrugCompare
Usage Data 2015