Health Experience Design 2021

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