Trends Report

Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

April 4th, 2012
Elizabeth Boehm, null
Elizabeth Boehm
With contributors:
Ron Rogowski , Belle Bocal


In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out of alignment with user needs? It takes courage to re-engineer what has become standard practice, but the results can be impressive. This report outlines how Regence BlueCross BlueShield created a suite of transparency tools (including a provider directory and cost estimator) that drives significant member satisfaction and meaningful health decision support.

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