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A healthcare loyalty platform.
The brief.
The client is a nationwide healthcare insurance company with an extensive suite of mobile and web apps. They wanted to work with us on creating a brand new, focused experience that really rewarded members for adhering to their prescriptions and taking a more active lifestyle. By enticing members to complete their prescriptions and be more active the goal was to lower their overall claims costs. Members would earn real money every time they achieved one of their daily goals with the ability to cash out to a gift card redeemable anywhere the user desires.
Our approach.
As with all new initiatives, we had to be flexible to changes in direction and constantly creative. While some of the scope, rewards and features changed we remained steadfast in our commitment to an easy to use, enjoyable user experience. Prototypes were used throughout the process to ensure both the client and testers could rapidly review the latest user flows and concepts.
Rapid iterations
As we were creating a brand new product with moving towards, we had to be fast, creative and able to pivot.
Persona-driven decisions
We used realistic personas to guide decisions on how important tasks, rewards and messaging were to members.
Push the boundaries
Our Fortune 500 client changed brands during the process, where we needed to push and extend their guidelines.
Focus on simplicity
Throughout we had a laser-focus on keeping the member‚ôs experience focused on just a few key features.
Ascendum is an amazing company to work with. Their subject matter expertise shines in all the work that they do. They are extremely professional and deliver high quality work in a timely manner. They are collaborative and fun to work with. A great partner!
The outcome.
The end result was a simple onboarding experience, followed by easy to follow weekly goals, set up by the user. Members could track medication and get support when they slip on their adherence. Along with step tracking and booking annual wellness visits, which also reward members. In each case users are given step by step guidance on how to work towards their goals. Our process with development went smoothly with detailed design QA, incredible developer ownership and a truly collaborative atmosphere.
Real, easy to understand rewards
Members receive real money rewards every time they make progress on their weekly plan.
Positive reinforcement all the way
Each member gets a recap of their week on returning the app, giving them guidance and encouragement on how they did.
Keeping members on track
Easy to use medication tracking combined with automatic step counts let users work towards adherence and better movement.
Supportive experience
Whether the member is suffering side effects or needs help for their annual wellness visit, there was specific support.
