When the Problem Isn't Competition. It's Trust.
A newer Marketplace insurer serving vulnerable communities was struggling to grow. Not because the market wasn't there. Because the experience wasn't working.
Members encountered broken digital journeys. Brokers didn't trust the system. And without broker trust, new member enrollment stalled before it started. Hitting growth targets required fixing two broken relationships at once — with members and with the broker network that reached them.
Built on Research. Designed Around the People Who Matter Most.
We started with journey science and direct research with both members and brokers — not assumptions about what was broken, but evidence.
What that revealed shaped everything:
- Members needed a digital experience that reflected the complexity of their lives, not a generic enrollment flow
- Brokers needed fraud mitigation that actually worked before they would trust the platform with their clients
- CRM was underutilized and disconnected from the personalization members expected and brokers required
We redesigned the digital experience around real member journeys, activated CRM for personalization that members would actually notice, and rebuilt broker relationships through fraud prevention that addressed the specific issues eroding their confidence in the platform.
667% Above Target. One of the Most Talked-About Health Insurers in the Country.
The insurer didn't just hit its new member growth goal. It exceeded it by 667%.
CRM-driven personalization changed how members experienced the brand. Fraud mitigation rebuilt broker trust and reopened enrollment channels that had effectively closed. And the combination of a better member experience and a more engaged broker network created momentum that compounded.
The result is a health insurer that went from struggling to retain members to becoming one of the most talked-about in the country.
That's the difference between fixing technology and fixing trust.