the digital health revolution: can technology solve … · • changes to all aspects of the...

WCWI: 26th Annual Worksite Wellness Conference

© 2016 Mercer All Rights Reserved Do not reproduce or redistribute 1

HEALTH - WEALTH - CAREER

THE DIGITAL HEALTH REVOLUTION: CAN TECHNOLOGY SOLVE OUR ENGAGEMENT WOES?

Cheryl Mealey, Principal

THM Solutions Leader

© 2016 Mercer (US) Inc. 1

Today’s Objectives Agenda

• Understand how the digital health explosion impacts worksite wellness

Market trends

• Digital Strategy:

Where are you today?

Profiles: Beginning, intermediate, advanced

• Engagement: The Holy Grail

Utilizing technology to enhance the user experience

• Bringing it all together

Action steps to move your program forward




DIGITAL HEALTH EXPLOSION Market Trends

© 2016 Mercer (US) Inc.

Evolution of Worksite Wellness…… From Paper to Portals….

3




Recruiting and Pre hire

• Bullhorn

• Montage

• Jobvite

• ZIP recruiter

• iCIMS

• Upwork

• UNiversum

• Workmarket

• IQnavigator

#HRTECH: $8.1bn Invested in 2015…

Talent Management

• Hire +Vue

• SABA

• TalentReef

• Ascentis

HR Administration

• Zerochaos

• Zenpayroll

• Zenefits

• WorkForce

• Swipeclock

• Namely

• Justworks

• CheckpointHR

4


#Healthtech – A Record $4.1bn in 2014

5




Internet Usage is Up 11% Year Over Year Mobile @ 3 hours /day vs <1 hour 5 years ago

6


At The Same Time … Every Experience Is Being Reimagined

There’s been a revolution in how we experience and stay connected with the world.

7




Marketplace Trends Explosion of Innovation

8

Sm

okin

g

Advocacy

Employer-Sponsored/Exchange

Communications

Incentives/Challenges

Navigation

M E M B E R

Assessments/Testing

Broad

Big Data Analytics

Cen

ters

of

Excelle

nce


S E N S O R Y E N H A N C E M E N T I N N O V E G A ( V I S I O N )

S O U N D H A W K S C O O P ( H E A R I N G )

P H Y S I C A L M E A S U R E M E N T S P I R E ( B R E A T H I N G , S T R E S S )

L U M O L I F T ( P O S T U R E , A C T I V I T Y )

A L I V E C O R ( E C G H E A R T M O N I T O R )

H E D D O K O , H E X O S K I N , C I T Y Z E N , O M S I G N A L , A T H O S a m o n g m a n y o t h e r s ( E M B E D D E D C L O T H I N G )

F I T B I T , J A W B O N E , G A R M I N , M I S F I T a m o n g m a n y o t h e r s ( A C T I V I T Y , S L E E P )

O U R A ( S L E E P )

S E N S O R I A ( F I T N E S S , R U N N I N G )

P S Y C H O L O G I C A L M E A S U R E M E N T S M A R T C A P ( F A T I G U E )

M U S E ( B R A I N F I T N E S S )

E Q U I V I T A L ( S T R E S S )

H U M A N Y Z E ( B E H A V I O R ; E E B A D G E )

I N G E S T I B L E S P R O T E U S ( D R U G A D H E R E N C E )

P I L L C A M ( P H O T O G R A P H I C C O L O N O S C O P Y )

P H Y S I C A L R E H A B I L I T A T I O N H I N G E H E A L T H ( P H Y S I C A L T H E R A P Y )

S M A R T W A T C H E S A P P L E , S A M S U N G , P E B B L E , M O T O R O L A , a m o n g m a n y o t h e r s ( C E L L P H O N E E X T E N D E R S , A C T I V I T Y )

A P P S M Y F I T N E S S P A L , N I K E + , O V U L I N E , M A P M Y F I T N E S S , C A L M , S L E E P I O , a m o n g m a n y o t h e r s ( A C T I V I T Y , D I E T , W O M E N ’ S H E A L T H , R E S I L I E N C Y , S L E E P )

C H E M I C A L M E A S U R E M E N T G O O G L E / N O V A R T I S C O N T A C T L E N S ( B L O O D G L U C O S E , C A T A R A C T S )

S A N O ( M E T A B O L I C A C T I V I T Y )

L A B - I N - A - B O X C U E ( P O R T A B L E L A B T E S T S F O R I N F L A M M A T I O N , V I T A M I N D , F E R T I L I T Y , F L U , T E S T O S T E R O N E )

L I V O N G O ( S M A R T G L U C O M E T E R )

The Connected Human Body

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Top Ten Trending Buzzwords

Personalization Social

Real-time Feedback

Mobile

Integration

Gamification Internet of Things

Big Data, Quantified Self

Behavioral Economics

User Experience Design

10


When Two Worlds Collide

The Workplace

The Marketplace

The consumer experience has implications for the workplace—and how employees expect to engage with their employers

11




Concurrently… The Healthcare 2.0 marketplace will have two macro innovations

Integrated,

holistic care

models

Web 2.0 –

eHealth

Anytime /

anywhere

clinics

Big data/

analytics

Value

navigation

Personalized

health

planning

Complex

adaptive

workflow

New risk

layers

Prediction/

prevention/early

intervention

• New generation of players redefine care delivery and patient experience around total value.

• Leads to the creation of new population segment-based care models & entire ecosystems.

• Redistributes revenues and profits amongst incumbent and new players.

• As consumers shop for themselves their expectations rise.

• Seek out novel health & wellness products and services that are: intuitive, transparent, personalized, and technology-enabled.

• More informed purchasing and health care consumption.

• Changes to all aspects of the consumer experience - shopping, products, networks, engagement models, and incentives.

Retail/lifestyle

hubs

Consumer

segmentation

Integrated

rewards &

incentives Transparent value

shopping

Health media &

social health

networks

Consumer

designed

networks

Retail health

and wellness

Mobile

Health Apps

Wellness

recommendations

engine

Crowd sourced

recommendations

Value

navigation and

advising

Source: Oliver Wyman Consumer Survey and Analysis. Health Status based on self-reported health conditions.

12


The Science of Prevention… The Great Divide…

√ Activity Points

Complete HA Required

Biometric

Screening

Required

Results Consult Required

4 Coaching Calls 25 each

2 Behavior

Change

Campaigns

50 each

Dental

Exam/Clean

25 each

Flu Shot 25 points

Online modules 10 points

Next Generation

Diagnostics

Mobile Smart

Platforms

Preventive Rx

Wi-Fi implantable

nanotechnology

13

Biometric Monitoring and Wearable Sensors




What If???

TELEMEDICINE WEARABLES COST

TRANSPARENCY APPS CONDITION

SPECIFIC

Next

generation “life

assessment” &

real time

referral

14

15

DIGITAL STRATEGY Where are you today?




What We Hear From Employers Like You

Employees don’t understand or value all the resources we offer Many of our programs

are under-utilized

We don’t make it easy for employees to access tools or information

It’s challenging to get leadership support for our initiatives

We need to segment and target our increasingly diverse audience

We’d like to understand how other employers are engaging employees

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• What is your company’s digital strategy?

• Policies, priorities, people….

• Social media policies, what’s acceptable / unacceptable

• How does the organization communicate?

• Who makes decisions?

• Working within your organizational guidance, how can you apply that thinking to digital health

and communications within your well being program?

• If you don’t currently have a strategy, consider these questions:

• What are my program goals?

• How can digital devices, communications, data help me achieve them?

What is a Digital Strategy?

17

Creating a digital strategy is a chance to bring some order to the chaos that is most organizations approach to digital.




How are you preparing for your tech (r)evolution? Is your well being program old school or new age?

E A S E O F U S E

How do your systems reflect

the way employees want to

interact with technology?

A C C E S S I B I L I T Y

How easy is it for employees to find what they need,

when they need it?

P O R T F O L I O

Do you offer a wide array of

options for people to choose,

or do you have a one size fits

all structure?

S O C I A L M E D I A

Have you incorporated social media into your programming?

F L E X I B L E W O R K /

M O B I L I T Y

How easy or difficult is it for your programs to support

employees in the way they wish to learn? Is it easy to

participate, to report required elements? Paper logs or device

integration? G A P S

What gaps need to be addressed to realize the

benefits of the next generation of technology?

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Digital Strategy Varies Across the Spectrum You Can Start Simple and Expand Over Time

Program Elements Beginner Intermediate Advanced

Activity: Fitness device integration ♦ ♦ ♦

Food: Nutrition device integration ♦ ♦ ♦

Sleep: Sleep device integration ♦ ♦ ♦

Biometrics: Electronic data exchange ♦ ♦

Health Assessment: Electronic as part of onboarding, other ♦ ♦

Coaching: Digital, Telephonic (nutrition, tobacco cessation, health habits) ♦ ♦

Telemedicine: Digital, Telephonic, Video Connect ♦ ♦

Resilience: Digital, Video ♦ ♦

Financial Wellbeing: Digital, Telephonic, Video, ♦ ♦

Advocacy, Transparency: Digital, Telephonic ♦ ♦

Care Navigation: Digital, Telephonic, Video ♦

Personalized Notifications: Text, Newsfeed ♦

Custom Integrations: single sign on, real time analytics ♦

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20

ENGAGEMENT: THE HOLY GRAIL Using technology to enhance the user

experience Financial well being as an example


What Is Your Goal?

21

engagement ENGAGEMENT




In the US, two out of five workers are seriously considering leaving their organization at the present

time.

Employers face loss of valued talent, even among those who are most satisfied.

Disaffected workers create further drain on productivity and morale.

Engagement Paradox Satisfaction Not Always the Predictor of Commitment

22


ATTRACT & HOOK DIVERSE PARTICIPANTS, INSPIRE LOVE?

RECOGNIZE AND

REWARD THE RIGHT THINGS?

ARCHITECT COMPELLING OFFERINGS THAT KEEP

SPARK ALIVE?

EMBRACE DIGITAL,

SIMPLIFY & STREAMLINE PROCESSES?

REDEFINE THE VALUE OF HUMAN PERFORMANCE?

Well Being Value Proposition How Do We ENGAGE People Over The Long Term?

23




Generational Divide Multiple Generations Have Varying Needs

Source: PEW Research Center.

GENERATION 2015 % OF

WORKFORCE ATTRIBUTE

Baby Boomers

(Born 1946-64)

29% Live to work

“Office face time”

Gen X

(Born 1965-1980)

34% Work to live

“Work should not define life”

Millennials

(Born 1981-1997)

35% Work my way

“Own careers, meaningful work”

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What If … Instead of delivering

messages that begin with

HR delivers experiences that

employees value and want to use

Changing The Experience Paradigm In a More Human Era

You have to…

Do this now …

You must, or …

This is just what I needed …

This is easier to understand …

This makes my life better …

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Wealth of Information Leads To Scarcity of Attention

Hilbert, M. (2012). How much information is there in the “information society”? Significance, Volume 9.4, pp. 8–12.

1986 2010

“…in an information-rich world, the wealth of information means a dearth of

something else: a scarcity of whatever it is that information consumes. What

information consumes is rather obvious: it consumes the attention of its recipients.” Herbert Simon (1971) Designing organizations for an information-rich world. In M. Greenberger (Ed.) Computers, communications, and

the public interest. p40.

2 pages of a

newspaper

20 complete

newspapers

Capacity of two-way conversation (e.g., phone, texting, email)

per person per day

26


How do we get employees to engage? TAKE

ACTION The goal is getting

people to take action

(and to take the right

actions)

WEIGH ALTERNATIVES

MAKE DECISION

OBTAIN INFORMATION

FORM OPINIONS

AROUND OPTIONS

Making decisions from

scratch is hard and

cognitively expensive

Large employer offered

free educational program

to employees

Impact was to increase

score on a quiz of financial

literacy from 54% before to

55% after*

* Benartzi and Thaler, 2007 27




Personal and Timely Information How Technology Can Help

38%

Higher scores on math test

following personalized

introduction to math video

game when compared with

group receiving generic

introduction1

1Intrinsic Motivation and the Process of Learning: Beneficial Effects of Contextualization, Personalization, and Choice, Diana

Cordova, Mark Lepper, 1996 2Economic Behavior in the Digital Age, Yaron Levi and Shlomo Bernatzi, 2014, Preliminary Report 3Board of Governors of the Federal Reserve System: Consumers and Mobile Financial Services 2016, March 2016

• 2.14 vs 12.47: Number of

monthly visits to financial website vs

mobile app2

• 15.7%: Decrease in monthly

spending by app users2

• 50%: Percentage of people who

decide not to purchase item if they

access their financial information on

mobile phone at time of purchase3

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It’s Important to Know How Employees Want to be Engaged

“Do it for me”

30% Help me do it

50%

Do it for me

20%

Leave me to it

@MERCER 2016 29




Summary of Engagement Principles

1. 2. 3. 4.

The deluge of information has created a scarcity of attention.

When you ask employees to make decisions, you are competing for

their scarce attention.

In order to get their attention you have to personalize the information,

provide it timely, and make it easy for employees to take action.

Education alone is not enough.

30





The Value of Digital Exhaust Real Time Analytics Inform Communications, Incentives, Strategy

32 August 26, 2016

© MERCER 2015 33 Mercer – all rights reserved

Whole-consumer view This creates an environment where…

• I am constantly trying to solve problems for

employees and make their lives better – this is how

I create value and loyalty

• I understand that employee behavior is driven by a

multitude of factors; understanding this lets me

target and serve employees & their family

members better

• I recognize that employees can be fickle; I need to

keep improving or else they’ll lose interest

• Bad employee feedback/crowdsourcing can kill my

wellness program overnight…I need to take every

comment seriously and respond

• I have to go above and beyond expectations to

surprise and delight employees, if I want them to

recommend our wellness program to others

Family Status

Employment

Education

Geography

Income Level

Social Network

Tech-savviness

Pref. Channels

Ambitions

Gender

Culture

Age

For A Successful Worksite Wellness Program, The Consumer Lens Is an Entirely Different Frame of Reference

Behaviors, Values and Needs

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=1g49W0w378JJoM&tbnid=z0FRrPG_eEsWGM:&ved=0CAUQjRw&url=http://www.gograph.com/illustration/happy-family-icon-sign-symbol-gg59134146.html&ei=hYuKUeWsE7CE0QH0hoHYBw&bvm=bv.46226182,d.dmg&psig=AFQjCNG5nHGjxjADmYdZVjqQKt1FY4pl6g&ust=1368120528450174




95%

80%

8%

of senior business

leaders believe that the next competitive differentiator is

consumer experience

of companies believe they deliver

a superior consumer experience

of their consumers agree

Consumer Experience Gap Today there is a gap between what most companies deliver and what most consumers experience…


Signature Moments The BIG AHA…..

35

• Achieved a goal

• Hit a milestone

• Peer recognition

• Inspired to action

• Were really heard & understood

• Real time connections, achievements, recognition




Rich Participant Experience Creating Signature Moments…

Creating

a rich

participant

experience

Leverage new technology

Know what a participant

needs

Know why it is important to

the participant

Make it easy to get involved

Provide real-time incentive earning and fulfillment

Offer personal value from

every encounter

Behavioral economics Member personas Digital navigators

36


E N G A G E W I T H P E R S O N A S




User Experience Microsite

Your Financial Wellness Journey Begins Here

Key Actions to Take:

• Click on the profiles most relevant to you for information.

• Call to learn more about the products available to you and enroll.

38


User Experience

Home > Your Retirement Journey Begins Here

The Journey Is My Life Experience. Wander. Be carefree.

You enjoy the road less traveled. You worked hard, and now you’re ready

to explore and experience the places you only had time to visit. You want to

be able to do what you need to do as it fits with what you want to do. No Reservations, Bucket list, Unique experiences,

Options, Love to Travel, World View

39

P R O T E C T Y O U R

F AM I L Y W I T H A W I L L

Fewer than half of Americans

have a will or other estate plan in

place. Our support is fully paid

and completely confidential.

Call (800) 718-8435. Legal

services are available from

8:00 am to 5:00 pm Monday

through Friday.

E N S U R E Y O U R

M E D I C AL C O V E R AG E

W I L L C O V E R Y O U

W H E R E V E R T H E

J O U R N E Y T AK E S Y O U

Learn more > Learn more >

G E T P E AC E O F M I N D

K N O W I N G Y O U R

C R E D I T I S S E C U R E

You have better things to do than

monitor your credit against

identify theft and fraud.




How Much Is Too Much?

40


Exploring Future Options Incentive Design

EF

FO

RT

; D

ATA

RE

QU

IRE

ME

NT

S

IMPACT ON MEMBER EXPERIENCE; MOBILE CAPABILITIES; FOCUS ON “ME”

Status Quo (HRA, Biometrics, Coaching)

Outcomes-Based

Participant

Driven

Points Based

41




BRINGING IT ALL HOME Action steps to move your program forward


— E F F I C I E N C Y

— Faster experiences are more useful . Our sites

should move as fast as our users do.

— P E R S O N A L =

E N G A G E D —

Personalize the experience with

relevant and useful information that’s

unique to the user.

— M E E T U S E R S W H E R E T H E Y

A R E —

Think mobile first.

— M A K E T H I N G S

S I M P L E A N D I N T U I T I V E

— Avoid complex

language and industry jargon. Group related

objects near each other. Create a visual hierarchy that aligns

with the user’s needs.

— U N D E R S T A N D T H E P R O B L E M

B E F O R E A T T E M P T I N G T O S O L V E I T

— List objectives

or current pain points that need to be resolved.

Where Can We Start? Guiding Principles

43




How Can You Utilize Big Data and Data Analytics To Drive You Forward?

D R I V E R S

What are the

workforce drivers

of health?

P R O B L E M S

How do you solve workforce health and performance

problems?

P R A C T I C E S

How do your practices provide the basis for establishing a workforce strategy built on

facts?

D E C I S I O N S

How do you establish and communicate the business case for workforce health

decisions? D A T A

What data do you use today to garner buy-in from

executives and provide accountability for

decisions?

S Y S T E M S

What tools and systems do you have to enable real time evaluation, communications,

pivot in strategy?

44


What Can You Do Today To Address The Individual Needs/Talents Of Your People?

O F F E R I N G S

How do the programs you offer

address the spectrum of

needs /wants across the

organization?

L I S T E N I N G

How do employees voice their needs/wants?

F L E X I B L E W O R K /

M O B I L I T Y

What flexibility is offered to employees to keep them engaged and productive?

M I L L E N N I A L S

How are you attracting and engaging this critical segment?

W O M E N

What support are you providing female employees to help them advance and grow?

A G E I N G E M P L O Y E E S

How are you reskilling them for the future? Helping them

plan for retirement?

E X P E R I E N C E S

What are the experiences you offer or the levers of

engagement across the employment life cycle?

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Bringing It Home….

46

Research / Analytics

WHAT DO WE NEED?

• Health Needs

• Health Interests

• Generational Map

• Attitudes, Values, Beliefs

• Concrete Goals

Creative Strategy HOW CAN WE SOURCE IT?

• Internal Resources

• Build or Buy?

• One Stop Shop

• Digital Navigator

• Leadership

• Communications

• Meaningful Rewards

Member Experience HOW DO WE KEEP PEOPLE

ENGAGED?

• Profiles/Personas

• Focus Groups

• Experience Maps

• Social / Fun

• User Experience

• Signature Moments


If You Do What You Always Did …………You Will Get What You Always Got

47

JUST START





Thank You For Your Time [email protected]

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the digital health revolution: can technology solve … · • changes to all aspects of the...

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