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The private healthcare shopping dashboard
Shopping CVR
Average Call Wait Time
Online Shoppers
NPS Scores
Introduction
The Problem
Our shoppers were paying $170 more per month than private enrollees. We lost hundreds of customers every year to private enrollments.
Healthcare costs continue to skyrocket while coverage becomes less and less comprehensive. Marketplace plans were known for their ridiculous premiums and sky-high deductibles. While affordable coverage was out there, it required enrolling privately through insurance carriers.
We made private-plan shopping possible to offer affordable coverage for our shoppers.
The Kickoff
Journey map focused on cross-team collaboration and dependencies
Our largest client expected private plans to be on our platform. Our third-party shopping partners led us to believe they would have it developed, but they failed to meet our needs.
My team pivoted to identify how we could build an entire in-house shopping platform within a few months.
The private healthcare shopping dashboard MVP
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My team pivoted to identify how we could build an entire in-house shopping platform within a few months.
Research
Graph demonstrating the percentage of private plans sold per metal tier
I held a focus group with seven agents. I received several insights regarding the current private shopping trends to help influence my design decisions.
Based on the shopping trends, we chose to solely recommend private plans when silver was a good fit.
The Resolution
The private shopping dashboard MVP
The plan details MVP
The "Private vs Marketplace" MVP
The private shopping dashboard future design
The Launch
The project launched right in time for the annual enrollment period. The success has brought us closer to an in-house shopping solution for all of our plans. Next, we expand private shopping to all our clients throughout the United States and open the product offering to all metal tiers.
Next season, we are building side-by-side plan comparisons, more robust filtering, and online applications. Once these improvements are complete, we plan to also offer marketplace plans in-house.
Key Takeaways
