Gartner Research

Use the Goldilocks Principle to Help Consumers Select a Health Plan That's Just Right

Published: 15 September 2016

ID: G00310664

Analyst(s): Constance Sjoquist

Summary

The health coverage consumers select at open enrollment influences their health decisions and financial welfare for the entire plan year. To win and keep satisfied customers, payer CIOs must identify and deploy technologies that educate and enable consumers to select the most beneficial health plan.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Invest in Digital Customer Engagement Technologies That Make It Easier for Consumers to Get Health Plan Information From You, Rather Than From Your Competitors
  • Implement Technologies That Use Customer-Specific Intelligence to Enable the Dispensing of Relevant Benefit Information to Consumers Throughout the Year to Educate Them on How Their Current Plan Is Performing and What They Should Look for at Renewal Time
  • Invest in Technologies to Augment or Replace Manual Processes and Human Resources While Providing a More Consistent and Intelligent Customer Shopping Experience
  • Acquire or Develop Product Configurator Technology to Simplify the Development and Increase the Accuracy of Benefit Plan Design, Distribution and Management

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