Consumer Transformation

5 Trends Health Plans Can’t Ignore

The initial ‘land grab’ on the public exchanges is in the rear view mirror. With it, health plans have witnessed anew the challenges and opportunities in the direct-to-consumer market. More broadly, industry leadership recognizes a need to better meet the needs of consumers across the entire book of business. Though talked about for years, the industry has hit a crucial tipping point in focusing on the individual. Winners and losers may be separated by their success in engaging the ever more tech-savvy and empowered cohort of health care consumers.

What does direct-to-consumer mean for health plans?

Continued evolution in the markets. Executives around the country are beginning to place strategic bets and drive the transformation versus sitting on the sidelines. These bets include customization at the individual level to meet varied needs, diversification to attract and retain members for life, and development and execution of cutting-edge capabilities.

The 5-part series will explore key consumer transformation topics and strategies for success by hitting on the following trends:

  • Private Exchanges: Gain access to new consumers & protect existing ones
  • Omni-Channel: Consumer Engagement Everywhere
  • Consumer Analytics: Finding the individual in the masses
  • Consumer Engagement: Models to support long-term retention
  • Digital Transparency: Increase satisfaction for more demanding consumers

Private exchanges: Wolf at the health plan’s door?

It’s too soon to tell if private exchanges will succeed in fulfilling their ambitions, but if they do, they can significantly impact the role and value of health plans. 

Read the first paper in this five part series on a case for an offensive strategy.

Read now


Omni-channel: Explore new heights

There has never been a more critical time for Health Plans to effectively engage with consumers, yet consumer engagement scores for most Health Plans are poor. By providing an adaptive, seamless, and compelling experience throughout the entire consumer life cycle, Omni-channel offers Health Plans the opportunity to bridge the gap between consumer expectations and leap ahead of competitors, generating growth and value in the process.

Read the second paper in this five part series about using integrated consumer experiences to drive growth and value.

Read now

Consumer analytics: Spinning straw into gold

Health plans are years behind other industries in taking a systematic approach to consumer strategy and analytics…and it shows: Health plans consistently rank at or near the bottom of consumer satisfaction surveys. The good news is that consumer analytical techniques deployed successfully in other industries can be adapted and applied rapidly to health plans.

Read the third paper in this five part series about using consumer data to enhance member lifetime value.

Read now


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Health Plans

Our Health Plans practice offers a range of solutions to help organizations make the most of post-reform market opportunities.


Leslie Read

Principal | Consumer Experience | Monitor Deloitte


Paul Lambdin

Director | Life Sciences & Health Care


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