As a regional player, our client needed to grow in a community-centered way without compromising efficiency. With untested consumer assumptions and competing priorities, our client struggled to focus on what would drive the most significant growth impact across its government programs.
We began by immersing ourselves in the lived experiences of consumers, sales teams, brokers, and community influencers—gathering qualitative insights and behavioral patterns across the ecosystem. Rather than treating each input in isolation, we orchestrated insights by layering stakeholder perspectives, trend data, and internal priorities to reveal not just pain points, but opportunity areas where human needs and business objectives intersect. This synthesis became the foundation for focused ideation and concept development.
Through our research, we found that consumers felt overwhelmed by the complexity of choosing and using a plan, while sales teams lacked the necessary tools to support them. In response, we facilitated workshops to evaluate over 50 ideas, shaping a focused portfolio of 15 solutions aligned to member needs, business goals, and innovation priorities. We then tested five concepts with consumers and developed detailed blueprints for the two most promising, equipping the client with a clear path to immediate impact.
Creative Visual Solution
We delivered 15 prioritized concepts and 30+ quick wins tailored to the needs of Medicare, Medicaid, and DSNP members. Our client now has tested, high-impact solutions—from community-based engagement to simplified enrollment tools—ready to improve experiences, boost conversion, and reduce strain on sales teams.
Solution Portfolio
