Health consumers want digital: It’s time for health plans to deliver

In early 2021, HFS Research partnered with Cognizant to survey more than 2,400 US health plan members across employer-sponsored plans, individual plans, Medicare, and Medicaid to gather insights to help health plans understand members’ use of digital applications and technologies in their interactions with health plans.

This study reveals the types of digital interactions health consumers want, the impact of COVID-19 on digital adoption, and indicators to help health plans set priorities for continued investments to build sustainable member engagement this year and into the future.