Why Health Plan Consumer Portals Need A Makeover
A Call For eBusiness Professionals To Respond To Industry Transformation
September 12, 2007
Why Read This Report
The needs of online healthcare consumers are evolving, and many of the tools that plans make available to them aren't keeping up. The good news is that consumer-directed health plan (CDHP) members are more engaged and visit plan-specific Web sites more often than other members. What's the bad news? Poorly designed consumer portals with outdated or irrelevant tools are driving up service costs and turning off customers. To change course, smart eBusiness executives should start campaigning for a renewed focus on the Web channel as a strategic priority. Then they should go back to the basics by applying scenario-based design principles to product development and customer service business processes. With their newfound political capital and a design-centric culture in place, eBusiness executives can then build a business case for next-generation consumer portals.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Consumer Engagement And Web Site Visitation Is On The Rise
- Master The Basics, Glean Customer Insight, And Then Embrace Web 2.0
- Related Research Documents
Align Co-Creation Participants With The Right Engagements
June 21, 2012 | Doug Williams
Staffing For Effective eBusiness Globalization
November 29, 2010 | Zia Daniell Wigder
Western European Online Retail Forecast, 2009 To 2014
March 5, 2010 | Patti Freeman Evans