Change Healthcare


Engage with consumers at the best time for their health events




Client: Change Healthcare
Role: UX Researcher
Year: 2018

Consumer brands do a great job resonating with their customers, but big healthcare systems, not so much. No part of the patient journey is frictionless and anyone who has been a patient knows this first-hand. Change Healthcare is one of the biggest healthcare companies you’ve never heard of. Like VISA or MasterCard, they own the digital backend for 20% of all healthcare transactions in the US. In 2018, they partnered with Adobe and Microsoft to improve the consumer experience to give health systems a competitive advantage by delivering tailored, actionable notifications and feedback systems around heatlh events.

Case study and project files ︎
News article ︎










Outcomes



3 pilot programs


Established across the US

>80% positive response


Level of feedback for MVP messaging sent via email and SMS

4 months of research


From research kick off to pilot programs established