Healthy Habits
A member-centered vision for a Loyalty and Rewards Program.
The Ambetter My Health Pays program rewards marketplace individuals and families for making healthy decisions. Our goal was to reimagine this program to increase member engagement, loyalty, and retention.
THE TEAM
MY ROLE
THE CLIENT
Ambetter Health is a health insurance provider, offering affordable Marketplace plans for individuals and families across the United States. The brand is offered by Centene Corporation, a Fortune 500 company with 40 years of experience in the managed care industry.
The Challenge
30% of members were already utilizing the rewards program, steadily increasing each month. Creating a vision truly designed to members’ needs was a priority for the organization’s continued growth.
A SHIFT FROM
- Annual Checklist – 5 big tasks
- Healthcare focus (exams and checkups)
Busy is universal.
“I really like this! It turns 15 minutes into something you can better yourself with.”
–Member Research Participant
Informed by insights from member research, we created a vision centered on simple challenges and quick rewards to encourage meaningful year-round engagement.
The vision resonated strongly with members in validation research, with high potential to not only help members build and sustain healthy habits–ultimately improving health outcomes–but also to increase member loyalty and retention.
A SHIFT TO
- Weekly Content – 52 bite-sized challenges
- Whole Health Focus (holistic wellness)
Fast, fun and familiar challenges
Five wellness categories
(food, fitness, self-care, finances, preventative care)
Rewards that make a difference
Personal
Understand what matters most to tailor a program that is personalized to members’ needs, interests and goals–supporting members beyond basic coverage.
Easy
Meet members where they are by partnering with their favorite brands, serving up location-based challenges, and gently nudging with snooze and reminder features.
Local
Offer rewards that give members opportunities to connect with their local community and access resources right in their neighborhood.
–Member Research Participant
APPROACH
Qualitative Research and Co-Design
Phase 1 - Shape the Vision
Understand what matters most when it comes to wellness (habits, challenges, goals, workarounds) and test service opportunities using low-fidelity sketch concept cards. These insights drove the design and strategy.
Phase 2 – Validate the Vision
Test a clickable prototype of the vision and validate with members, inviting them to co-create their own bite-sized challenges.
1:1 In-Home Interviews and small group interviews
Qualitative Research and Co-Design
Phase 1 - Shape the Vision
Understand what matters most when it comes to wellness (habits, challenges, goals, workarounds) and test service opportunities using low-fidelity sketch concept cards. These insights drove the design and strategy.
Phase 2 – Validate the Vision
Test a clickable prototype of the vision and validate with members, inviting them to co-create their own bite-sized challenges.
1:1 In-Home Interviews and small group interviews
Rewarding Healthy Habits
Member Experience Vision Program
MESA 40th AnniversaryBrand Identity System
The Future Of...
Consumer Insights, Strategy, Employee Experience
Portland, OR
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