Case Study

SMC Platform Strategy



Our client, a provider-sponsored health insurance company, was embarking on a multi-year, cross-functional digital transformation with the goal to mature their provider capabilities by leveraging analytics, AI, and clinical insights to optimize interventions. They were using a 3rd party product for their Provider Portal that could not meet the needs for their future state plans. Our client engaged Impact Makers to provide strategic direction, provider persona development, capability prioritization, and transformation roadmaps.


Impact Makers leveraged its experience in Health Care, Data Strategy, Provider Experience along with Program, Product and Change Management to provide a strategic transformation approach that included:
  • Meeting with leaders across the organization to uncover current roadmaps, pain points, and future state vision
  • Meeting with several providers to gather information regarding their current and desired experience with the client
  • Collaborating with a cross-functional team to gain iterative feedback throughout the engagement​
  • Conducting a detailed gap analysis, aligning in-flight work, and creating roadmaps​ to ensure the client’s success along the transformation


Strategic Development - Provider Persona Development - Capabilities Analysis

The Results

As a result of engaging with Impact Makers, the client gained:
  • A comprehensive strategy and set of deliverables to facilitate a shared vision and accelerate their digital transformation​
  • Clarity of their personas and their adoption readiness
  • A provider transition plan including principles and guidelines
  • A clear path forward of recommendations and next steps