Identifying Consumer Preferences in Healthcare

Business Challenge

Deloitte wanted to understand what mattered most to consumers in making healthcare choices across the spectrum of interactions: physicians, hospitals, insurance companies, pharmacies, employers, brokers, community organizations.

TRC’s Solution

First, three focus groups were conducted to understand consumer perceptions of healthcare overall, and determine factors important to them.

TRC leveraged Bracket™ to prioritize a large number (64) of consumer interactions, generated based on the qualitative phase, to identify those most critical to a positive consumer experience.

Successful Results Implementation

Results emphasized the importance of a personal connection with members, and identified the use of digital solutions as a vehicle for insurers to gain access to members on more positive aspects of their healthcare journey.