Streamlining access to assistance and companion care for people on Medicare

Client:

Papa is a healthcare company that provides access to various assistance and companionship services to people on Medicare (primarily an older adult and elderly audience).

Challenge:

Papa’s “members” (people on Medicare with access to this healthcare benefit) had to call into a “care team” every time they wanted to inquire about the services available to them, or to manage and schedule an upcoming “visit” with a Papa Pal (people who are paid to complete the services). This limited members visibility into their available offerings and autonomy for managing their schedule. Internally, it put a costly and manual strain on the capacity of the Papa’s “care team” that managed these requests.

Objectives:

• Create a self-service platform to members for scheduling that mirrors the offerings and policies currently in place

• Roll-out first to members opted into SMS messaging (limited entry points for v1 to launch quickly and learn from feedback and testing)

• Invest in additional supporting features that aid in the adoption of this new “member web” scheduling platform and helping reduce call volume around scheduling by ~40%

• Centralized home experience + password-less login to help increase accessibility to these services