insights

What does it take to transform ProtectWell?

Insights

Well21 has explored what is in the front of people’s minds and how people are facing challenges on a daily basis throughout the pandemic. Through this research, Well21 has established six insights that fall into three core values needed to create a successful experience for ProtectWell users.

Adaptable Solutions

Life happens, circumstances change, and so do people’s perceptions of their own wellness and health.
People typically don’t address their health at all if nothing’s anomalous. As people address their medical needs on an on-demand basis, it’s important to consider how our tools must react to the user the same way the user reacts to the world around them.
Changing Circumstances
When my situation changes, I
become aware that I can change my behaviors to pursue health goals

We found a 500% increase in mental health awareness since the pandemic (shown on the right) and this is not the only change we observed.

When the world changes around people, they feel more at liberty to change other parts of their lives too.

Dynamic Solutions
When I’m feeling good, or not
having to think about my health,
I see myself as healthy

Healthcare has a negative connotation—no one chooses to explore it, for fear of what they might find. So people often take their feelings as a diagnosis and rarely question whether that was actually true or not.

Information Collection

Because people think they know their bodies the best, they’re resistant to the actions of those who know more.
That’s why Well21 advocates for data collection. This can help quell the uncertainty behind medical practices, help people receive the care they need and want, and help people get the treatment that’s right.
Past Experiences
Managing health is stressful, so I use my past experience to guide me

We bring our history with us—our successes encourage us to set and keep up with new goals and our failures disrupt our health through doubts and fear.

Health experiences exist in a timeline that can deeply impact the way we live our lives, and the risks and precautions we take.

Knowledge Seeking
I need the right care at the right time, but don’t know where to look for it

With a suite of over 500 products and services, people are overwhelmed by the breadth of their choice yet underserved due to unfamiliarity with applicable tools.

Handing people the right care creates a sense of control and brings comfort and security when health is up in the air. 

Motivated Actions

The pathway to health and wellbeing is arduous and exhausting, but it shouldn’t be.
After people have collected information around a health issue they want to address, it’s important to consider how we can use small successes and a feeling of empowerment to help UHC members take preventive health steps.
Decision Making
When my health is struggling,
I look for anything to help myself
feel more in control

Has the uncertainty and lack of control of the pandemic created a sense of discomfort and insecurity? Decision-making around people’s health has always been something they want to be a part of.

Continued Use
Being healthy all the time is hard,
and I need help to do it,
since I usually fail

A large proportion of people engage their closest ones with their health. This engagement is a form of support we all lean on from time to time.

In order to motivate continued health actions, solutions must provide a similar form of support.

Now we are looking towards the future and the transformation of healthcare in the US. To succeed in this transformation we’ll need to create adaptable solutions that meet people where they are, leverage knowledge-seeking tendencies to encourage proactive, preventive approaches, and emphasize small successes on a day-to-day basis to show people they have the power to overcome large health challenges.
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