AN ASK FROM HCF IN 2021

A connected platform that proactively empowers HCF members early with trusted information, resources and guidance, thus disrupting today's power imbalance between patients and doctors, better enabling informed decision-making on both sides, ultimately leading to better health and financial outcomes.

Insight
Our key competitors have several programs but none have stitched together a truly cohesive E2E customer experience. HCF has several strategic assets, including unique assets to differentiate.

RESULTS

System integration
Service blueprint framework that shows how Orion integrate with current architecture, adding complementary components that bring the system together. Bringing to life the use-case specific tools and services, while leveraging use-case specific HCF content, programs and partners

Near term value
Identify near term value for members and HCF return on investment through reduced low-value care and increased prevention

IN DETAILS

Venture activities

We have gathered insights, data and expertise across a variety of sources to validate the uncommon care vision: 1 ideation workshop, 33 ethnographic interviews of 3 different use cases, 20+ health experts + partner interviews, identify and evaluate business current state baseline.

To help envision HCF’s commitment to uncommon care and demonstrate value across each use cases, we held an ideation workshop with our corporate partners. The objective is to leverage their experience and knowledge to generate ideas inspired by research to date while acknowledging existing network, projects and future partnerships.

VENTURE HIGHLIGHTS

Future customer journey map

Post ideation workshops, we generated 20+ concepts and 4 key experiences with key features that individually address member needs in each step of the journey.

We then measured each key features and use case against business value to prioritise Orion’s initial use case. We presented the future vision in a user journey map and archetypes to better illustrate our thinking.

USER ARCHETYPES

Salient behaviour personas

There are three salient behavioural personas based on a willingness to engage in their own health journey. Intercepting each persona earlier in their healthcare trajectory increases conservative care potential and impact.

FRAMEWORK

Behaviour change driven framework

Drive behaviour change using Fogg behaviour model, which is prompting users with easy-to-do action when motivation is high. We focus on five initial key moments to engage members across their healthcare journey when motivation is likely at its highest.