Medical shopping transparency tools are insufficient to consumer needs and will be replaced by a new generation that is better connected to the consumer experience and will increase consumer adoption and deliver greater value. Healthcare payer CIOs must prepare for the transition now.
Impacts and Recommendations
- Low usage of medical shopping transparency tools will drive payer CIOs and vendors to integrate other transactional components of the consumer experience of navigating healthcare
- The requirements of Generation 2 tools will drive leading payer CIOs to make significant investments in core payer systems and robust application interfaces, and will displace many current vendors
- Uncertainty regarding the strategic importance of "owning" the medical shopping experience will drive payer, provider and third-party business leaders to delay exposing APIs for the elements required to enable a Generation 2 medical shopping experience
- Medical shopping tools with an integrated consumer experience will enable leading payer CIOs to deliver new value streams to the payer business, such as open network provider bidding, increased utilization of telemedicine, reduced administrative expenses and a positive consumer association of technology with the payer brand
Gartner Recommended Reading
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.