Health Insurance Journey Map

Using customer journey maps to improve health insurance customer loyalty 4 on the next page is an example journey map of a health insurance purchasing process.

Health insurance journey map. It shows the story of amanda a composite persona. It also requires an understanding of the existing consumer experience as seen through the eyes of the consumer. A great customer journey map illustrates what your customers are trying to accomplish at each stage of their experience and reflects whether those goals evolve as the journey progresses.

This new report is meant to document the initial findings of the work group tasked with understanding and outlining what the insurance consumer journey looks like today and in the future. Health promotion online offline together with the desired experience we need to incorporate journey continuity as a key concept. Study the current member journey including necessary steps activities and touch points when the member must come in contact with their health plan.

Our latest infographic illustrates a broad overview of the customer journey in the general insurance industry. The table given below shows an estimated time saving for various insurance processes. That s why it s important for health plans to have a consumer journey map to capture the interactions between.

Their customer journey map is fluid and cyclical. The optimization of the customer experience journey has never been timelier and more urgent for insurance industries. Here is a single customer journey amfam mapped to a first time homeowner persona buying home insurance.

For example when studying a health care journey for a hospital we found that in the early stages one persona focused extensively on understanding everything involved with the journey whereas a different persona was just focused on getting through the process as quickly as possible. Plug in the member personas fictitious composite characters to put names and faces to the member s experiences. Identifying the differentiators in traditional businesses due to emerging technology implementation is a strategic move to pace ahead.

Health plans have learned from the retail industry that providing a first class consumer experience requires time money and energy. 10 lessons in customer journey mapping for the insurance industry mapping a customers journey can be beneficial to insurers and is key to improving the customer experience. The buyer s journey to purchase isn t always linear.