Member Experience

Member Experience Paradise

Deliver what your members value. Design physical and digital touchpoints in concert across the experience. Give your members a reason to provide better answers on CAHPS and NPS.

Removing Barriers


Removing Barriers

Multiple channels and various touchpoints (think: moment of truth at a pharmacy) puts payers at a significant disadvantage. Knowing your customer and driving desired results can seem like a white whale.


Road To Success

Our Philosophy - slow down to move fast

Our Philosophy

SLOW DOWN TO MOVE FAST

Impact Makers brings a “slow down to move fast” philosophy to strategic planning that works. Our Practice Centers include the skills and executive experience to quickly bridge the gap between the needs of your Member Experience/Engagement team and the rest of the organization. Among others, those gaps typically fall into one or more areas concerned with security, data governance and organizational change management.

Our Approach

DESIGN WHAT YOU KNOW
  1. Increase your exposure to the life of the member.
  2. Map the journey. Understand the root of the pain points.
  3. Co-design with a cross-functional team. Combine qualitative and quantitative records of the experience.
  4. Measure and Iterate.
Our Approach

Our Services

PROVEN MX SUCCESS

Our Services

Observe

  • Ethnographic studies
  • Usability testing
  • Remote research
  • Interviews

Understand

  • Personas
  • Journey Maps
  • Service Blueprints
  • Gap Analysis
  • Product roadmaps

Design

  • Wireframes
  • Prototypes
  • A/B testing
  • RITE

Measure

  • Task flow analysis
  • Data analytics
  • KPI development
  • Portal and Website optimization
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Interested in Member Experience?

If you have a problem, we’ll help you find the solution