Using a combination of research methods, we mapped the entire end-to-end customer journey experience and analyzed all of the physical and digital spaces where customers interacted with Highmark. By identifying ways to empower people with information and education them about healthcare reform at minimal cost, we designed digital brand patterns for all customer touchpoints.
This scalable set of digital brand patterns acted as a building block for brand consistency on Highmark’s website and created a transparent flow of information to customers. To further improve customer experience, we also built MVPs of new tools that would make managing healthcare easier, including utilities such as a tax savings calculator, health statements, and an out-of-pocket cost calculator.
Enabled data management teams to monitor and maintain analytics platforms
Decrease overage charges
New analytics platform enables customer account managers to rebalance fleet and avoid overage charges on leased vehicles
The new platform analyzes fuel optimization at a per-vehicle level
Facebook open source software
Upgraded client’s app development capabilities to include Facebook open source software