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Tuesday, April 6 • 3:25pm - 3:55pm
Evolving Design & Innovation Practices: Improving Medicare Enrollment Outcomes Through Journey Management

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Medicare being one of AARP's primary mission impact areas, many teams and business units across the organization were designing and managing Medicare literacy tools, resources, and touch-points. The consumer resources were numerous and rich, but were disconnected, inconsistent, and therefore, difficult to navigate. Further, disparate measurement plans made it impossible for us to understand how our offerings were impacting consumer outcomes. Learn how the implementation of a journey management framework, including transformation of processes, teams, governance and technology enabled AARP to design, manage and measure end-to-end consumer journeys and understand social impact by measuring real consumer outcomes. Potential add on: Learn how AARP integrated behavior change science into the Medicare Education experience to encourage the adoption of new mindsets and habits that lead enrollees to their ideal outcomes

avatar for Rob Gifford

Rob Gifford

Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →

avatar for Tara Townsend

Tara Townsend

Senior CX Designer, AARP
Tara is a 10-year CX professional with a background in consumer research and product/experience design. She is currently leading an organizational transformation to enable consumer-centricity, journey management, and the delivery of experiences that propel consumers to their ultimate... Read More →

Tuesday April 6, 2021 3:25pm - 3:55pm EDT
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