Transforming the six zones of the consumer experience

Despite COVID-19 adjustments, many health organizations are still not used to treating members or patients like consumers. With safety concerns, cost pressures and competitive threats, health organizations are thinking differently about attracting and retaining customers.

This e-book highlights innovations and success factors across the consumer health experience, including:

  • Shopping for benefits
  • Staying well
  • Choosing care
  • Receiving care
  • Managing conditions
  • Saving and paying for care


Understanding consumer financial considerations, their access to services, health literacy and health goals can help improve communications and better align offerings. Find key questions for C-suite leaders to address and fast actions to shift your organization.


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