Request: The client asked us to help them evaluate their new patient portal and to give strategic recommendations on how to move forward
The French Mutualité (Union of Insurers) had launched a patient information site and wanted to find a new direction in order to attract new visitors and to offer it as a service to its many members (national insurance companies).
Solution: A benchmarking study that allowed them to follow best practices from around the world, as well as strategic positioning advice
We did a ‘tour of the landscape’ that took in all of the important websites and portals within France, Europe and the US. This allowed us to benchmark the site of the Mutualité with respect to its major competitors. We also carried out an internal analysis of the positioning of the website, interviewing many of the staff who had worked on and around it. We analyzed their responses and were able to give them an external view of their internal workings. Personalized strategic advice was then elaborated to aid the Mutualité with their reflections on the future of the website.
Result: A comprehensive understanding of the need to reposition the site and a new direction for the future
The site has evolved following our recommendations and now better serves the needs of the user and the members of the Mutualité.