Consumers aren’t waiting for healthcare to evolve—they’re already redefining what access means. They expect care to be affordable and available, but that’s only the beginning. Increasingly, they also demand experiences that are convenient, personalized, and digitally seamless. When those expectations aren’t met, they don’t hesitate to look elsewhere.
Understanding this shift requires more than demographic segmentation or digital analytics. It calls for a behavioral lens. Maslow’s Hierarchy of Needs and the Transtheoretical Model (TTM) offer complementary frameworks that, when applied together with journey sciences, reveal a spectrum of motivations driving healthcare decisions today.
But in today’s healthcare environment, these needs and behaviors don’t unfold in a predictable sequence. Instead, consumers express a unique blend of foundational requirements and lifestyle-driven expectations, shaped by digital-native habits and experiences in other service industries.
This convergence of digital and human needs reframes how healthcare organizations must think about access to care.
The following five themes illustrate how a digital strategy informed by Maslow’s hierarchy, the Transtheoretical Model, and consumer insights can help healthcare leaders reduce friction, deepen engagement, and deliver measurable value across the care journey.
Consumers still care about the basics—cost, insurance acceptance, and appointment availability. But they also expect experiences that reflect their identity, preferences, and time constraints. These expectations map to Maslow’s Hierarchy of Needs, but not in a linear way.
Strategic Insight: Consumers are blending survival needs with lifestyle demands. Digital transformation must address both simultaneously.
TTM offers a behavioral framework that aligns with how consumers engage with healthcare:
TTM Stage | Digital Strategy Alignment |
---|---|
Precontemplation | Awareness campaigns, education on care options |
Contemplation | Transparent pricing, provider reviews, digital tools |
Preparation | Easy scheduling, insurance verification, virtual options |
Action | Seamless booking, reminders, caregiver tools |
Maintenance | Follow-up care, loyalty programs, satisfaction surveys |
Why it matters: Aligning digital tools with behavioral stages helps move consumers from passive to proactive engagement, improving both outcomes and retention.
One in three respondents in our 2025 Access to Care healthcare research study identified as caregivers. These important participants aren’t just supporting others. They’re often making the decisions about care teams, insurance plans, appointments, and more.
That means one person’s health care decisions can influence the outcomes and satisfaction of an entire household and beyond. Ignoring this persona means missing out on a major driver of patient loyalty and continuity.
When scheduling is hard, people delay care or abandon it altogether. That’s not just a patient experience issue. It’s a revenue and health outcomes issue. Our 2025 Access to Care healthcare research study revealed that:
Actionable Moves:
Digital-first care platforms are gaining traction because they’re easy, fast, and transparent. Consumers don’t compare healthcare to other hospitals or member portals—they compare it to Amazon, Uber, and their favorite apps.
Strategic Response:
Access isn’t a single point—it’s a cascade of decisions, behaviors, and expectations. By aligning digital strategy with a deep understanding of consumer behavior—whether through the lens of Maslow’s Hierarchy of Needs, the Transtheoretical Model (TTM), or journey sciences—healthcare leaders can design systems that are not only more human but more effective.
Access is the new front door. Make sure it opens easily.
If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.
We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.
Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value.
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.
]]>Clinical trial data management is critical to pharmaceutical research, yet it remains a significant challenge for many organizations. The industry faces several persistent hurdles:
Our tailored solution for a top-five life sciences leader integrated data from 13 sources and included bi-directional EDC integration and multiple AI models. Our deep understanding of clinical trial processes, data management, and platforms proved instrumental in delivering a solution that met—and exceeded—expectations.
Want to know more about our approach to clinical trial data collaboration? Check out our guide on the subject.
Discover why the largest life sciences organizations – including 14 of the top 20 pharma/biotech firms, 6 of the top 10 CROs, and 14 of the top 20 medical device organizations – have counted on our world-class industry capabilities and experience with leading technology innovators. Our deep expertise in life sciences and digital technologies, including artificial intelligence and machine learning, helps transform the R&D process and deliver meaningful value to patients and healthcare professionals.
Contact us to learn about our life sciences and healthcare expertise and capabilities, and how we can help you transform your business.
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Choosing a provider is one of the most personal decisions in healthcare. Yet, one in five consumers abandon healthcare organizations due to poor digital experiences.
In our recent webinar “Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience,” healthcare leaders explored how AI-powered search, recommendations, and personalization are redefining the “Find Care” experience. Hosts Tara Becker, Perficient principal of healthcare and life sciences, and Mike Raley, Coveo SVP of marketing, detailed why this matters more than ever for health systems seeking to grow, compete, and deliver better outcomes.
Below, we break down the most important takeaways from the session:
Healthcare is increasingly judged by the same standards as consumer brands like Door Dash and Expedia. Patients expect to search, compare, and book appointments as easily as they would a hotel or a ride share.
AI relevance platforms like Coveo are transforming how patients find care. By unifying content, provider data, and real-time intent signals, AI enables hyper-personalized, intuitive experiences.
Technology alone isn’t enough. A successful Find Care transformation starts with a clear strategy aligned to organizational goals.
Find Care must integrate seamlessly with your existing systems—EHR, CRM, DXP, and more. Flexibility and interoperability are key.
Digital success must be measured in business terms—not just traffic. Establish an outcomes dashboard that ties digital engagement to revenue, access, and health outcomes—and report it to the C-suite.
You don’t need to do everything at once. Begin with priority, high-impact experiences and service lines, then iterate.
In an increasingly competitive and crowded health care marketplace, Find Care is your digital front door, your commerce engine, and your trust builder. AI-powered experiences are no longer optional—they’re expected.
Healthcare leaders who invest in intelligent, patient-centric digital pathways will not only win market share—they’ll improve outcomes, reduce costs, and build lasting loyalty.
If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.
We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.
Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value. We are one of a select group of Coveo Platinum partners helping brands design, architect, and implement modern intelligent search solutions that empower users to be more successful and deliver a winning customer experience.
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.
The rapidly evolving payments industry is driving industry leaders to adapt their strategies in response to emerging trends. As technology advances and consumer expectations shift, staying ahead of these trends is crucial for success.
The landscape of payments and financial services in 2025 will be marked by groundbreaking innovations and user-centric designs powered by Generative AI (GenAI). The industry faces numerous challenges, including protecting sensitive data, navigating evolving regulations, and outdated legacy systems. As these AI technologies evolve, they will transform consumer interactions with payment systems, fostering a more inclusive and sustainable financial ecosystem. This transformation will require a delicate balance between innovation and compliance, ensuring that advancements in AI contribute to a secure and efficient payments landscape.
Recommended Approach: GenAI can assist various payment processes by creating personalized and tailored payment experiences through loyalty programs, discounts, and curated product recommendations. Additionally, AI can enhance accessibility and mobile development through voice and conversational payments, improving user experience. The conversational nature of GenAI will be crucial in making transactions seamless and frictionless for consumers. To harness AI’s potential effectively, it’s essential to develop a strategy that considers payment regulations to ensure consumer protection, data privacy, and ethical use of AI. The future of payments promises not only enhanced efficiency and security but also personalized experiences that align with broader societal values.
Explore More: Transforming Industries, Powering Innovation
Real-time payments in the US are expected to see widespread adoption across various sectors, driven by the integration of embedded finance, enhanced biometric authentication, and improved accessibility for consumers and businesses. Traditional payment methods like checks and ACH transfers are likely to decline, especially in business-to-business transactions. Consumers are increasingly using mobile wallets and embedded payments in non-financial platforms, while businesses are leveraging the momentum of business-to-business real-time payments facilitated by networks like FedNow. However, the payment industry encounters challenges such as user education and awareness, integration complexities across platforms and financial institutions, and ongoing regulatory considerations.
Recommended Approach: Payment companies should adopt and expand real-time payment solutions, leveraging networks like FedNow and RTP. Embracing advanced security features such as biometric authentication will enhance user experience and protect data. Ensuring inclusivity and accessibility for all consumers, including those underserved by traditional banking systems, is crucial. Additionally, businesses should explore new revenue models through premium features and address integration complexities with robust data governance and analytics. By focusing on these key areas, companies can effectively manage the challenges and opportunities presented by the widespread adoption of real-time payments.
Success In Action: Ensuring Interoperable, Compliant Real-Time Payments
The payment industry faces drastic regulatory changes driven by the new administration. Ongoing changes to regulators, protocols, and best practices may have a lasting impact on nonbank financial companies (NBFCs), banks, fees, buy now, pay later (BNPL) services, payment apps, and digital wallets. These changes require significant adjustments in risk management, compliance frameworks, and operational protocols. Enforcing consumer protections will become a gray area, creating operational headaches for consumers and financial institutions. Additionally, the Consumer Credit Control Act (CCCA), currently under consideration, could have significant implications for payment providers. These regulatory changes impact banks and their third-party partners, requiring reassessment of partnerships and compliance strategies. Overall, companies need to adapt to these changes, leading to higher compliance costs, operational expense, and cultural shifts to thrive.
Recommended Approach: To navigate these changes, businesses must balance innovation with compliance. AI will be pivotal in this transition, enabling automation of key compliance processes such as know your customer (KYC) and anti-money laundering (AML) checks. Additionally, AI’s capacity for real-time transaction monitoring and fraud prevention will help companies stay ahead of evolving regulatory demands. The fintech industry, once celebrated for its agility and innovation, now faces a future shaped by heightened regulation. Leveraging AI-driven compliance solutions will be essential for managing global operations effectively in this increasingly complex landscape.
Related: 1033 Open Banking Mandate Blueprint for Success
Payment orchestration platforms (POPs) are poised to play a critical role in the evolving payments landscape in 2025, driven by technological advancements, regulatory changes, and shifting consumer demands. The growth of cross-border transactions, fueled by global e-commerce expansion, necessitates platforms that can handle multiple payment methods, currencies, and compliance requirements. Advanced analytics and AI integration are becoming essential for improving transaction success rates, fraud detection, and overall business intelligence. Additionally, regulatory developments will shape the operation of POPs, aiming to enhance security and reduce fraud. Emerging regions like Asia-Pacific, Africa, and Latin America are key growth areas, with partnerships enabling access to local payment methods.
Recommended approach: To navigate this trend, payment institutions should focus on several strategies. POPs market consolidation is leading to more robust, full-stack solutions that integrate orchestration capabilities into broader platforms. Embracing advanced analytics and AI tools will be crucial for optimizing payment processes and enhancing customer experiences. Institutions should also prioritize the implementation of smart checkout experiences to improve authorization rates and streamline payment options. Staying up to date with regulatory developments and ensuring compliance with new regulations like the third (PSD3) in the EU and the role of central bank digital currencies (CBDCs) will be essential. Finally, integrating POPs with existing financial services and e-commerce platforms will modernize legacy systems and provide more seamless payment experiences, ensuring institutions remain competitive in the digital economy.
Success In Action: At the Heart of Financial Services
Embedded payments are rapidly evolving, and 2025 will mark a major turning point for their adoption in the U.S. Businesses and consumers demand faster, more seamless transactions, driving the expansion of embedded payment solutions across industries. While e-commerce and fintech have been early adopters, industries such as healthcare, manufacturing, real estate, and B2B services are now integrating payment capabilities directly into their platforms. Expect more ERP systems, procurement platforms, and business management tools to embed payment functions, reducing reliance on third-party processors. As embedded payments become mainstream, U.S. regulators will tighten compliance requirements around data security, AML, and consumer protection.
Recommended Approach: Companies must meet evolving KYC and compliance standards, fostering trust and security in digital transactions. Beyond payments, businesses should integrate lending, insurance, and investment options directly into their platforms through embedded finance. Partnering with Banking as a Service (BaaS) providers will allow companies to offer customers seamless access to financial products without switching platforms, further blurring the lines between traditional banking and digital platforms. Additionally, adopting tokenized payments, stablecoins, and decentralized finance (DeFi) integrations within embedded payment systems will be crucial. With Apple Pay, Google Pay, and PayPal leading the charge, expect an increase in one-click, biometric, and voice-activated payments built into everyday digital experiences. Companies that fail to integrate seamless payment experiences risk losing customers to competitors offering faster, frictionless transactions.
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In 2024, crypto made a strong comeback, with Bitcoin surpassing $100,000, driven by its integration into exchange-traded funds. The industry has matured, with blockchain innovations extending beyond crypto enthusiasts and into mainstream finance. Traditional financial institutions are increasingly leveraging blockchain to address complex challenges, while the U.S. continues efforts to regulate and integrate digital assets effectively. Emphasis on security, trust, and usability is essential for blockchain’s success. With these elements in place, financial institutions are embracing blockchain-based solutions, including tokenized money and assets, to enhance efficiency and reduce costs.
Recommended Approach: Companies should explore the coexistence of stablecoins and tokenized deposits. Banks are investigating tokenized deposits, blockchain-based representations of commercial deposits, to enable faster settlements and programmable payments. Meanwhile, stablecoins, pegged to fiat currency, are gaining traction in remittances and business transactions, with approximately $150 billion in circulation. A clear regulatory framework will strengthen their role, leading to an integrated system where tokenized assets and money interact seamlessly. Regulatory clarity will drive adoption, with the U.S. and EU providing models for certainty. Central banks focus on blockchain solutions for financial institutions, enhancing institutional settlements and facilitating faster cross-border capital movement. Interoperability and trust will be crucial, with institutional interest in crypto growing. The future of crypto is no longer speculative, it is becoming a fundamental part of the financial system.
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We help payment and fintech firms innovate and boost market position with transformative digital experiences and efficient operations.
Discover why we have been trusted by 25+ leading payments and card processing companies. Explore our financial services expertise and contact us to learn more.
]]>Our experts are closely monitoring eight healthcare trends that are shaping industry leaders’ strategies in 2025.
And this year is especially interesting, as 2024’s U.S. election results could significantly shift healthcare policy and impact healthcare access, affordability, regulation, and innovation.
As such, forward-looking healthcare organizations (HCOs) that are on-track to differentiate their brand in the modern marketplace demonstrate some key characteristics:
Let’s dive into the eight healthcare trends and pragmatic innovations that our experts are helping HCOs navigate in 2025.
Healthcare has seen a surge of interest in AI, with the market set to soar to $187.95 billion by 2030. But the industry faces unique challenges that other sectors don’t encounter. Strict regulations around HIPAA, PHI, and PII create significant barriers, making it difficult to adopt off-the-shelf AI solutions from fields like commerce or digital experience. These regulations demand that healthcare AI be specifically tailored to ensure data privacy, security, and compliance, limiting the utility of plug-and-play approaches seen in other industries.
Recommended Approach: AI should not be viewed as a standalone strategy but rather as a powerful enabler of broader business objectives. A well-formed strategy aligns key business priorities with organizational capabilities – people, technology, and processes – to create a cohesive framework. AI’s transformative potential can then be harnessed to address high-impact use cases for HCOs that are defined by clear KPIs and measurable outcomes. However, this potential can only be fully realized if AI is implemented with careful consideration of ethical, security and privacy, and oversight issues. This approach ensures that AI drives tangible value, tailored to the unique needs and strengths of the organization.
Success In Action: Accelerating CSR Support of Benefits Questions Using GenAI
HCOs continue to face substantial challenges in maintaining margins. While there are many macro and operational factors at play, cost management will play a key part in C-suite planning for the foreseeable future. Against this background, leaders are still under intense competitive pressure to improve many aspects of the digital experience. This tension is driving renewed interest in automation, including AI, and an emphasis on MVP+ and Agile delivery of everything from data modernization to websites and search.
Recommended Approach: Strategic cohesion is vital to ensure initiatives are supported by extremely clear goals and KPIs, and ultimately deliver business value and better health outcomes. A rigorous yet practical business transformation mindset has therefore never been more important. Leaders must prioritize technology investments that balance shorter-term wins and longer-range viability. Cost containment will require compromises. Thus, organizational alignment and change management become even more vital as teams competing for technology development dollars evolve their focus from departmental goals to enterprise sustainability.
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Approximately 63% of physicians report burnout at least once a week. Clinician burnout not only exacerbates staffing challenges and jeopardizes the health and well-being of frontline healthcare workers, it also poses critical risks to patient safety, care quality, and the long-term sustainability of HCOs. Burnout can lead to increased medical errors, compromised decision-making, and diminished patient-provider relationships, directly impacting the experience and outcomes for patients and potentially increasing insurance premiums and out-of-pocket expenses for members. Every departing nurse or physician deepens the cycle, as budget freezes and shortages in the workforce make it difficult, if not impossible, to replace these key personnel. As the pressure mounts, remaining staff and healthcare consumers all suffer – with longer wait times, reduced continuity of care, and overall diminished access to services, threatening the very stability of healthcare delivery systems.
Recommended Approach: Ease the burden on clinicians by first understanding teams’ day-to-day friction points. Engaging directly with end-users ensures their voices inform your modernization efforts, fostering a culture of collaboration that can drive meaningful change. This open dialogue cultivates powerful change advocates who will champion the adoption of digital investments, such as smart automation, trusted data, advanced analytics, and integrated consumer experiences. Furthermore, organizations must strategically engage and resonate with providers who are contemplating career transitions, ensuring that their needs and aspirations are addressed. These efforts not only contribute to your HCO’s bottom line but also enhance the overall experience for everyone—providers, patients, and caregivers alike. In both the short- and long-term, these initiatives will build trust within your consumer base, positioning your organization as a desirable destination for care and ultimately fostering a healthier, more engaged community.
See Also: Perficient Mentioned in Two Forrester Reports on Tech-Enabled Clinician Experiences
Research from Gallup showed consumers, in 2023, had some of the lowest levels of trust ever recorded in the healthcare industry. Although we are seeing levels of trust in HCOs begin to improve, they still have a long way to go. 2025 will see the continued push to meet healthcare consumers’ demand for convenience and personalized digital experiences.
Recommended Approach: From everyday commerce to the 2024 presidential election, we continue to see one clear fact: It’s imperative to know your audience. There is no “typical” healthcare consumer, and if you don’t treat people as individuals with unique, personal needs, you risk losing them to another HCO that does. Your organization must incorporate comprehensive healthcare personas and journeys to fully understand the people you serve, how they want you to communicate with them, and how they access your care or services — or risk losing them. Consider potential areas of mistrust for your organization and address them now to build consumers’ confidence. Key areas where we often help HCOs do just that are through digital front door strategies, implementation of intelligent search, and reimagining information architecture (IA).
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We’ve seen upheaval in the realm of healthcare disruptors — as Walmart has pulled out and Walgreens has pulled back, Best Buy has jumped in. Healthcare disruptors are finding out something traditional healthcare organizations (HCOs) have known for some time: Success in the healthcare industry is a complicated. But we are seeing disruptors to the traditional healthcare model find that success. Companies like Hims, Hers, and Henry Meds combine the best of empathetic, consumer-friendly language with convenient, powerful commerce experiences designed to help users way find and convert quickly.
Recommended Approach: Traditional HCOs that want to compete against successful disruptors require thoughtful, thorough business transformation. Take stock of your organization’s KPIs and how you are measuring success. Are you driving toward growth? If so, is it the right kind of growth to stand out? Next, determine whether you’re meeting the evolving expectations of today’s healthcare consumers. Be mindful of considerations around health equity and social determinants of health (SDOH) and align your strategies to match. Ultimately, we’re seeing powerful outcomes from organizations that shift from a project-focused model to a product-driven approach. Product-driven healthcare enables greater agility to respond to market shifts and fluctuations, as well as industry trends, the uncertainty of changes in healthcare regulation, and the demands of today’s consumers.
Read More: Is Your Healthcare Organization Really Product-Driven?
Efforts to reduce costs and improve health outcomes are driving collaboration among HCOs as health plans and integrated systems aim to more-holistically support consumer health, ease the care journey, and reduce the cost of care. Clinical data spanning an individual’s various provider relationships is crucial for a comprehensive patient view. Meanwhile, leaders continue to explore ways AI and automation can illuminate a 360-degree consumer view to power personalization, boost retention, and increase business resilience. These discussions are forcing focus toward data quality, consistency, governance, and bias.
Recommended Approach: Cloud services’ importance has surged to meet the growing need for real-time, accessible data. We recommend that HCOs continue building a scalable foundation to connect and integrate consumer data across health systems, providers, and insurers. This requires focus in several key areas, including data integration, data management. and data consistency and quality. Only then can data be richly woven into a reliable 360-degree view of the consumer that spans and supports better care management, marketing engagement, and support services. To optimize costs, we anticipate increasing adoption of data virtualization (a.k.a., Data as a Service, or DaaS). This unified data access layer approach bypasses the need to replicate data across various patient and member data management systems (e.g., data warehouses, MarTech, contact center, etc.), and offers a single view of enriched and transformed data from multiple data sources.
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An aging consumer base and a growing emphasis on health equity are reshaping patient engagement and business models for HCOs. According to the National Institute on Aging, approximately 85% of older adults have at least one chronic health condition, and 60% have at least two chronic conditions. In response, health insurers intensified focus on Medicare Advantage and Medicaid managed care plans to effectively serve a more diverse and underserved member population. Concurrently, providers are expanding into digitally connected services, such as telemedicine, remote patient monitoring, and personalized care plans, enabling patients to manage their health in more convenient and accessible settings. These shifts not only enhance patient experience and satisfaction but also foster a more inclusive healthcare system that addresses the unique needs of various demographic groups.
Recommended Approach: Deeply understand your patients’ and members’ journeys so you can deliver differentiated digital experiences in an increasingly crowded marketplace. Improve brand affinity with intuitive, personalized, accessible care moments that build trust (and bolster Star ratings). Intelligently automate systems and processes to optimize costs and build margin that can buffer potential shifts in reimbursement models. The integration of Social Determinants of Health (SDOH) data adds value by addressing factors like transportation, housing, and food security that impact health outcomes. Through a surround-care approach, powered with important health insights and intuitive tools, HCOs can strengthen community and individual health. This comprehensive strategy enhances engagement and trust while promoting better health outcomes and equity across diverse populations.
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Regulatory mandates continue to drive significant investment and effort from all HCO’s. Leaders strive to meet evolving requirements in CMS interoperability and prior authorization, price transparency, TEFCA, and others. Meanwhile, HHS insight on PHI and legal cases muddy the waters of HIPAA. In general, the effort to understand expectations, implement new functionality, and abide by existing mandates continues to increase. These mandates may seem simple at first, but they have significant implications as insurers work to incorporate patient data using standards common to the provider world. HCOs cannot simply repurpose hastily-constructed solutions from earlier mandates as a foundation for future compliance. Upcoming mandates are meant to build upon those that came before. Without a scalable approach and a thoughtful architecture, HCO’s will find themselves with an ever-increasing debt burden.
Recommended Approach: We encourage leaders to identify mandates’ silver lining opportunities. After all, to remain competitive and compliant, HCOs must innovate in ways that add business value, meet consumers’ evolving expectations, build trust, and deliver equitable care and services. Achieving transformative outcomes and health experiences requires a digital strategy that not only satisfies mandates but also aligns the enterprise around a shared vision and actionable KPIs, ultimately keeping patients, members, and care teams at the heart of progress.
Therefore, we recommend that HCOs approach mandates as a set of iterations, using a strategy-first approach that holistically considers the broader mandate and regulatory landscape. Keep a pulse on what other healthcare organizations – especially new market entrants and disruptors – are doing. Adapt digital best practices from outside of the healthcare industry. And deeply understand the nuance of interoperability standards, patient data modeling, API gateways, and SMART on FHIR applications.
The most successful organizations will build a proper foundation that scales and supports successive mandates. Composable architecture offers a powerful, flexible approach that balances “best in breed,” fit-for-purpose solutions while bypassing unneeded, costly features or services. Tactically, organizations can accelerate value, privacy, and data quality with secure, compliant, and modern technology platforms and data architectures. It’s also vital to build trust in data and with consumers, paving the way for ubiquitous, fact-based decision making that supports health and enables relationships across the care continuum.
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In this next decade, advances in digital health, growing consumerism, and mounting financial constraints will propel how HCOs shape experiences and deliver equitable, high-quality, cost-effective care.
Perficient combines strategy, industry best practices, and technology expertise to deliver award-winning results for leading health plans and providers:
We are trusted by leading technology partners, mentioned by analysts, and Modern Healthcare consistently ranks us as one of the largest healthcare consulting firms.
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.
]]>In our recent webinar, “Enhancing Trust in Healthcare,” experts David Allen and Michael Porter, along with Appian’s Matt Collins, addressed the concerning decline in consumer trust within the healthcare sector.
Historically, healthcare has maintained higher levels of trust compared to other industries, but a recent Gallup survey shows that this trust is now at a near-record low.
Related: 9 Healthcare Trends For 2024
The discussion explored actionable strategies to enhance trust among both patients and members, emphasizing the importance of transparency, effective communication, and improving outcomes. Our experts shared insights on how healthcare organizations can rebuild confidence and ease experiences.
Nearly one third of Gallup respondents cited ‘very little’ confidence in the medical system, well above the 20-year average. This highlights a significant gap in public confidence that healthcare organizations must address.
Factors contributing to this mistrust include inconsistent communication, perceived lack of transparency, and negative past experiences.
For instance, consider the following statistics:
Related: Build Empathy and Understanding. Ease Patient and Member Journeys.
Traditional approaches to technology often lead to friction points that can erode trust with your patients and members. We recommend instead that healthcare organizations embrace an outcomes-based mindset and approach.
This starts by aligning the enterprise around a strategic vision and actionable KPIs. It’s a holistic, iterative process rooted in value creation and supported by change management.
Hallmarks of a business transformation approach include:
Discover More: Business Transformation in Healthcare
Consumers are navigating an increasing number of digital touchpoints throughout their healthcare journey. These digital interactions are crucial for engagement and proactive health monitoring.
By leveraging technology to provide timely updates and personalized care, healthcare organizations can strengthen relationships with patients and members.
Focused use cases could include:
Technologies deployed in narrow silos can ultimately contribute to a challenge as much as they seek to solve it. While different technology systems are good at their specific role in the organization, effective data transfer between systems often proves challenging, hindering health and business outcomes.
Breaking down these silos through integrated systems and collaborative approaches can enhance communication and coordination across the healthcare ecosystem. Ideally, modernization efforts will maximize technology to drive health innovation, efficiency, and interoperability.
Trust gaps are commonly voiced by patients and members alike. These breakdowns in trust often manifest as the result of weakly orchestrated processes and data assets.
Intelligent automation can address a number of these trust-influencing challenges, including:
Success Story: Improving Experiences and Offsetting Call Center Volume
We blend healthcare and automation expertise to help leaders optimize processes and elevate experiences.
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S., and Modern Healthcare consistently recognizes us as one of the largest healthcare consulting firms.
Our experts will help you identify how work is performed today and how you can optimize for tomorrow. Contact us to get started.
Accessibility compliance in medical device software is more than a regulatory checkbox; it’s a strategic necessity that impacts user safety, market reach, and brand reputation. For decision makers such as Chief Product Officers, Heads of Engineering, and VPs of Technology, ensuring that software is accessible for people with disabilities is important for several reasons.
More than one in four adults in the U.S. live with some type of disability, according to the CDC. It’s critical to ensure that all aspects of a digital experience are designed with full accessibility and these users in mind.
Digital is an increasingly important resource in many aspects of life – from education and employment to commerce and health care – and it’s essential that it be accessible in order to provide equal access and opportunity to people with disabilities.
By demonstrating a commitment to accessibility, a company signals that it values all users and is dedicated to providing high-quality, safe, and effective products. This not only fulfills moral, ethical, and regulatory obligations but also opens up new market opportunities.
As remote patient monitoring and bespoke care gain traction in healthcare delivery, companies can reach a broader audience with accessible medical device software. Patients who rely on devices for at-home health management may experience permanent or temporary physical limitations – impaired vision, reduced mobility, etc. – that impact their experience with a device interface, mobile app, or website. To optimize care plan adherence, ease patients’ rehabilitation and health journeys, and build trust, it’s important to accommodate these needs.
A decade ago, ensuring the needs of people with disabilities wasn’t a priority. Now brands are competing for this outsized consumer segment of 1.85 billion people with $1.9 trillion in annual disposable income. Companies that prioritize accessibility are better positioned to compete in a market that increasingly values inclusivity and user-centric design.
LEARN MORE ABOUT: Equitable Access to Health Care
The FDA emphasizes the importance of human-centered design and usability in medical device software, which inherently includes accessibility considerations like screen reader compatibility, keyboard navigation, and sufficient color contrast. This approach ensures that devices are usable for people with varying disabilities.
Accessibility considerations can impact several portions of the FDA submission process, including:
By prioritizing accessibility, companies can significantly reduce the likelihood and severity of failure modes, thereby enhancing user safety.
SEE ALSO: Accessibility Testing in the Product Development Lifecycle
While the FDA does not explicitly mandate accessibility documentation, experts highly recommend it as part of the overall usability and human factors engineering documentation. Including accessibility documentation can demonstrate that developers designed the device to be safe and effective for all users, which can facilitate the approval process.
When preparing regulatory documentation for an FDA submission, consider the following key factors regarding accessibility:
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Ensuring accessibility compliance in medical device software requires expertise in regulatory requirements, user needs, and technical standards. We leverage our deep industry and medical device knowledge, insights into patient and employee journeys, award-winning partnerships with leading technology platforms, and optimized global delivery teams to help our clients navigate these complexities.
Partner with us to ensure your medical device software meets the highest standards of accessibility and compliance. With our comprehensive understanding of the product lifecycle, regulatory landscape, and device ecosystem, we are a trusted ally in delivering innovative and compliant digital solutions. We invite you to discover why 14 of the 20 largest medical device firms have trusted us to innovate digital experiences and help drive better outcomes for internal business teams, patients, and their caregivers.
Contact us today to learn how we can support your medical device compliance journey.
]]>We pride ourselves on the innovative ways our healthcare experts help clients address their most complex business challenges. One shining example is our recruitment strategy for Bayhealth, which was recently featured by the online publication, Strategic Health Care Marketing.
Bayhealth faced a significant hurdle: a lack of insight into job seekers and a need to broaden its recruitment efforts beyond Delaware. With two hospitals, a freestanding emergency department, urgent care clinics, outpatient services, and specialty and primary care practices, the provider required a robust strategy to attract talent willing to relocate.
Recognizing the need for a unified front, our team emphasized the importance of collaboration between HR and marketing. Historically, these departments had operated in isolation when it came to recruitment marketing. We spearheaded efforts to align goals and led the development of ideal candidate personas, journey maps, and a diverse marketing channel mix.
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Through our research, we determined that 75% of job seekers consider testimonials crucial when assessing potential employers, and 41% actively research hospital rankings online. Armed with this data, our team was able to create a compelling narrative that resonated with potential applicants.
“The ability to think outside the norm for recruiting is critically important. Recruitment doesn’t always come from healthcare. For example, phlebotomy managers say some of the best employees come from customer service. They understand how to make people feel comfortable in difficult situations, which adds to a better patient experience” – Marlana Voerster, Senior Healthcare + Life Sciences Strategist
VIEW THE ARTICLE: Recruitment Marketing: New Partnership Boosts Workforce Development
Together with Bayhealth, we leveraged analytics to identify and target the right candidates, crafting messaging that highlighted the organization’s commitment to work-life balance. The campaign utilized a mixed-use digital strategy, integrating platforms like LinkedIn, Indeed, and the Bayhealth website to funnel prospects toward applying online.
In its continuing conversations with nursing, clinical, and administrative applicants, Bayhealth was equipped to target its messaging for impact. Ultimately, the insights we provided supported a reduction in open positions by 45% post-campaign.
YOU MAY ALSO ENJOY: Bayhealth Success Story
Our strategic vision and collaborative approach have not only strengthened Bayhealth’s recruitment efforts but also underscored the importance of integrated marketing and HR strategies in the healthcare industry. As healthcare continues to evolve, the insights gained from this initiative can serve as a blueprint for future recruitment strategies across the sector.
We are trusted by leading technology partners, mentioned by analysts, and Modern Healthcare consistently ranks us as a top healthcare consulting firm
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise, and contact us to learn more.
]]>Wealth management is evolving rapidly, driven by generational shifts, changing advisor roles, new business models, regulatory demands, and a growing preference for low-cost passive products.
In response to these changes, our fintech client partnered with one of the world’s largest financial institutions to develop a next-generation, open-source, front-to-back wealth management platform.
This innovative platform aims to:
We architected and platformed a highly connected, extreme-scale data solution powered by AWS that unlocks actionable, real-time insights from billions of records and integrated data sources. AI-enabled predictions equip wealth management partners to support clients more efficiently and build a competitive advantage.
Read the Full Story: Speeding Insights and Powering Investment Experiences
In a rapidly evolving wealth management landscape, staying ahead of the curve requires innovation, agility, and the right partnerships. Whether you’re looking to optimize your wealth management platform or embark on a comprehensive digital transformation journey, we’re here to help you succeed.
We’ve been trusted by 16 of the top 20 global wealth and asset management firms, and as an AWS Advanced Consulting Partner, we help firms tackle their toughest cloud challenges.
Interested in a deeper dive? Contact us today to jump-start your digital transformation journey.
]]>Health insurers play a unique and crucial role in ensuring that people have access to affordable, high-quality care. As the stewards of sensitive data and the day-to-day face of healthcare interactions for many of their members, it is imperative that they remain adaptive and forward looking, constantly evolving to meet new requirements, expectations, and demands.
Insurers must consider a number of issues when selecting a partner to assist with this digital transformation—which is crucial for maintaining operational efficiency, regulatory compliance, and customer satisfaction. Insurers require partners with a proven track record in the healthcare industry, those who can bring a deep understanding of specific challenges and requirements unique to health insurance.
Health insurers must carefully evaluate these potential digital transformation vendors against criteria such as regulatory compliance, interoperability, scalability, cost, support quality, and industry expertise to ensure they choose the best partner for their needs.
Health insurers must make sure that every dollar spent provides value to members and improves access to quality care.
Our client, a leading health insurer in the Northeast U.S., wanted to reduce costs by consolidating important digital initiatives into a series of multi-year projects focused on member and broker digital interactions. This entailed switching from prior consulting firms, which required a swift and seamless integration to ensure work remained on track and on budget.
Within months, we seamlessly onboarded 200+ skilled multishore resources in time zones aligned with the insurer and across a variety of digital workstreams and specializations.
This change could have significantly delayed our client’s progress in creating a more consumer-centric experience and care model. But our meticulous preparation and multishore delivery model ensured that our teams were immediately contributing to the health insurer’s mission.
“It was great to see how Perficient’s transition and leadership teams came together to ensure we had all the right resources.” – Head of Engineering at Client Subsidiary
READ THE FULL SUCCESS STORY: Equipping People and Processes for a Capacity-Based Vendor Consolidation
Have questions? We help health insurers navigate intense technological and regulatory requirements while controlling costs and improving the user experience to support and delight members. As a leading global digital consultancy, Perficient has been trusted by the 10 largest health systems and 10 largest health insurers to deliver transformative results. Contact us today, and let’s discuss your specific needs and goals.
]]>Healthcare organizations (HCOs) are doubling down on business resiliency, cost optimization, and better experiences for their consumers and employees. To operationalize the important tasks at hand, many of these teams are adopting more modern, Agile methods to streamline and speed that progress.
And importantly, health plans and systems increasingly rally digital, IT, and marketing teams as important partners in this transformation work.
While Agile methodology’s roots are in software development, it has evolved into a top choice for project (and product) managers across functions and industries, including healthcare.
Agile project management uses an iterative approach to boost productivity by delivering work in small increments, known as sprints. Teams leverage this technology to position their products for optimal performance and effectiveness by incorporating transparency into their project management efforts.
The Agile approach enhances HCO’s dynamic mission–centric environment and streamlines work toward project milestones that can positively influence healthcare experiences and outcomes.
Agile is one of the most popular approaches to project management, yet healthcare teams sometimes still struggle to fully adopt the methods and reap its rewards. Following are some key benefits we’ve witnessed as we partner with leading HCOs to drive transformational progress and outcomes for their business and consumers:
Agile project management boosts efficiency and productivity by allowing healthcare team contributors to efficiently self-organize and plan a path forward. By breaking down large projects, teams can identify and address problems more efficiently, ultimately speeding up the development and deployment of healthcare solutions. Plus, the autonomy to self-organize fosters a sense of ownership and empowerment.
Agile promotes efficient collaboration among cross-functional, matrixed teams. In healthcare, this can lead to improved coordination across functions and the broader care ecosystem. Health providers and insurers can engage with stakeholders to gather feedback, ensure alignment with business objectives, and make informed decisions that more positively impact experiences and care.
Agile methodologies emphasize a user-centric approach. By involving patients, members, care teams, and other key stakeholders throughout the development process, healthcare solutions can be tailored to better meet important needs. Regular feedback loops ensure that the end product aligns with user expectations, ultimately leading to better experiences.
The healthcare industry is subject to constant change, whether it be regulatory updates, technological advancements, or shifts in consumer expectations. Agile project management supports strategic ideation and experimentation, enabling organizations to adapt more quickly to this change. By testing and iterating on solutions in a short timeframe, organizations can identify and implement innovative features or services that set them apart in an increasingly competitive marketplace.
Rather than siloing progress into projects, progressive HCOs are evolving their approach to a more adaptive, outcomes-centered product approach. This shift from a project to a product mindset is particularly relevant for health insurers and healthcare providers as they aim to enhance their agility, responsiveness, and consumer-centric focus. Read my blog “10 Ways Agile Supports Product-Driven Healthcare” to learn more.
It’s clear that an Agile approach can be a critical component in any HCO. Agile project management improves day-to-day operations, creates an efficient and productive work environment, and ultimately, enables experiences that build trust and support better business and health outcomes.
Interested in learning more? Our healthcare experts are here to help.
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Perficient is proud to be presenting at the upcoming ISITC Annual Securities Operations Summit, taking place March 24–26 in Boston.
At this thirtieth annual event, participants will engage in discussions about important issues and opportunities, forging the way to a strong future in financial services. The event promises to be jam-packed with informative presentations hosted by leaders and experts from top financial institutions.
As the financial services industry continues to embrace artificial intelligence (AI) at an accelerating pace, it’s imperative that leaders confront a critical reality: AI is not immune to bias.
In fact, its closed and technical nature often makes it challenging to pinpoint where biases may lurk, posing significant risks to marginalized communities including women, people of color, and LGBTQ+ individuals.
At this year’s ISITC Annual Securities Operations Summit, we invite you to join us for an insightful dialogue on navigating the potential of AI while addressing the urgent need to mitigate bias.
Our session will delve into real-world examples, shedding light on the subtle yet pervasive biases that can impact decision-making within AI systems. Eric Walk, Perficient director of enterprise data strategy, will co-lead this conversation at the DEI Breakfast Presentation: Bias in AI.
RELATED: Perficient Recognized in Forrester’s AI Services Landscape
ISITC is an industry trade group focused on developing standards and best practices in financial services operations. It brings together asset servicers, broker/dealers, asset managers/owners, solution providers and other industry professionals to develop standards that are designed to enhance efficiencies in trade processing and related communications.
Leading financial institutions count on our financial services expertise to solve complex digital challenges and compliantly drive growth.
And our AI experts are helping organizations move faster while mitigating risks. We welcome the opportunity to further explore how intelligent automation and AI can transform your business. Our CX AI jumpstart helps teams quickly identify opportunities for leveraging AI, demonstrate the value through technical proof of concept, and define the path forward to realizing your vision.
Interested in a deeper dive? Contact us to jump-start your journey today!
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