Case Study: Enterprise Healthcare Web Application with Digital Convergence
Challenge
A Fortune 100 healthcare leader faced critical digital fragmentation with over 60 disjointed web properties, creating inconsistent member experiences. They had a $200M digital investment trapped in operational silos, and mobile engagement metrics were 38% below industry benchmarks.
Digital Transformation Approach
Customer-Centric Blueprint: The team mapped over 200 member journeys to identify critical pain points and engagement opportunities.
Enterprise Architecture Overhaul: They developed a unified CMS platform with AI-powered personalization, a responsive design framework meeting WCAG 2.1 standards, and an API-first infrastructure enabling rapid feature deployment.
Agile Value Realization: The approach included 8-week prototyping sprints with member feedback integration, ROI prediction models with 94% accuracy, and an enterprise-wide digital governance model.
Transformational Impact
Member service calls were reduced by 83% through intuitive self-service portals. The company achieved the #1 industry ranking for digital member experience (mobile/web) and 100% compliance with global mobile excellence standards. The new website experience also acheived Forrester’s #1 ranking of “best prepared for health insurance shoppers”. The project achieved a 6-month ROI on a $150M platform investment and enabled 2-week feature deployments across 22 business units.
Future-Ready Ecosystem
The platform capabilities now drive predictive health management tools, cross-channel behavioral analytics, and AI-assisted care navigation systems.
This digital convergence didn't just unify our systems – it fundamentally transformed how we empower health decisions at scale.
Chief Digital Officer