Boosting a regional health plan's digital agility with unified experience portal
Our client, a regional health plan, partnered with HCLTech to transform their member engagement by launching a next-gen digital experience portal. This initiative aimed to simplify IT operations, enhance user satisfaction and provide personalized, secure digital journeys to their 3.5 million members.
The Challenge
Modernizing digital touchpoints to meet consumer expectations and regulatory demands
Before implementing the HCLTech Digital Experience (DX) Portal, the client faced significant operational and engagement challenges stemming from a fragmented digital ecosystem. The legacy infrastructure was unable to keep up with evolving member expectations and rising digital competition in the healthcare space. These hurdles not only impacted the member experience but also created internal inefficiencies and hindered innovation.
Key challenges faced by the health plan include:
- Siloed IT systems with outdated technologies and disjointed platforms
- Inflexible architecture that limited scalability and agility
- Lack of personalization and seamless self-service options for members
- High operational complexity due to multiple content management tools
- Competitive pressure from agile, digital-first healthcare startups
- Poor digital experience affecting member retention and satisfaction
The Objective
Deliver modern, secure and agile digital experiences for diverse health plan audiences
Our client aimed to modernize their digital infrastructure to deliver a unified, seamless and personalized member experience. The primary goal was to simplify complex IT operations, consolidate multiple portals into a single platform and empower members with intuitive self-service tools. By doing so, the client sought to enhance engagement, boost loyalty and improve operational efficiency while keeping pace with digital innovation in the healthcare industry.
The Solution
Implement a cloud-native DX portal platform for scalable, personalized healthcare access
The client implemented a centralized digital experience and innovation (DXI) platform built on HCLTech Digital Experience to replace its siloed systems and deliver a unified, digital journey. The solution allowed seamless integration of legacy content, enabled personalization and offered members a consistent, intuitive interface across channels. A proof-of-concept phase helped validate the approach, while agile collaboration between the IT and business teams ensured rapid and aligned execution.
Key highlights of the solution include:
- Deployed HCLTech Digital Experience as the foundation for the DXI platform
- Consolidated multiple portals into a single, secure environment
- Enabled personalized content and adaptive digital experiences
- Reused existing systems by integrating legacy content and tools
- Streamlined deployment with advanced content management capabilities
- Used agile methods for faster implementation and stakeholder alignment
- Focused on scalability, standardization and user-centric design
The Impact
Enhanced member engagement, streamlined operations and improved sustainability through digital transformation
The DXI platform helped the client boost user engagement and operational efficiency. Members accessed information faster, while business teams gained control over digital content, reducing IT reliance and improving agility.
Some prominent outcomes of implementing the solution include:
- 34% increase in portal users
- 11% rise in visit frequency
- 20% drop in visit duration
- Fewer member service calls related to web issues
- Faster content updates with less IT support
- Greater agility through on-the-fly deployments
- Business users enabled with self-service tools
- Secure, scalable platform fit for a regulated environment
The transformation delivered measurable improvements in member engagement, operational agility and digital maturity. With a unified experience portal in place, the client is now better equipped to meet evolving consumer expectations, respond swiftly to market dynamics and continue innovating in a highly regulated and competitive healthcare landscape.
