Humana’s Commercial Division had contracted with a consulting firm to help them develop a new operating model for their billing process. Our role was to apply CX Workout software and research services to deliver qualitative and quantitative “outside in” customer insights.
Our research goals were to:
Following a 5-step process, CX Workout applied our software and services to create a shared map of the customer journey and uncover the root causes contributing to billing issues. We then delivered a 1-day CX Design session to help prioritize improvements to the experience that we then validated with our Quantitative Focus Group capability. The results shaped the final design of their new Operating Model and improvement initiatives.