Care360

Non-clinical Member Care Guide Support

A zero to one product launch redefining the delivery of non-clinical, Care Guide support to members in an internal enterprise tool leveraging custom-built UI in Salesforce’s Service Cloud.

OKR Growth

In three years, aim to increase ARR by 25% with an upgraded 
member support platform — Care360 — offering tailored, non-clinical care solutions by Care Guides, distinguishing the organization within the competitive landscape.

Project Duration: 2020 - 2025

User-centered design principles applied:

  1. User involvement

  2. Empathy

  3. Understanding users needs

  4. Iterative design

  5. Accessibility

  6. Usability

The net benefit:

Care360 gave Gare Guide support personnel visibility to employee health benefits, partner programs, claims, plans and utilization metrics. Care Guides were also able to schedule appointments and suggest helpful programs for health improvement.

 

Get Help for Members

Creating and improving access to Care Guide support for over 2 million+ eligible members via the Get Help feature in their member app experience.

The net benefit:

Nestled in the footer of the member app experience, Get Help was designed as a frictionless way for members to connect to a human agent for non-clinical support whenever members needed.