With PlanPointer, HumanaOne Brings its Online Experience to the Human Level

Revolutionary tool connects with customers' needs and wants

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The process of buying individual health insurance is often confusing and overwhelming. It’s not easy for customers to find the right balance of coverage and cost, especially while trying to make sense of “insurance-speak” and complex data. But what if there was a way to clarify the confusion; to turn an intimidating process into a compelling online experience? To find the answer, HumanaOne engaged the Internet experts of Molecular.

Molecular provides the human touch

After conducting thorough research, Molecular realized that HumanaOne needed to connect with customers on both a rational and emotional level.  Customers want to “feel heard” in the online purchasing process—and they want to feel confident in their decision. With this in mind, Molecular partnered with HumanaOne to create an easy-to-use, guided selling tool that eliminates the one-way, static communication of the Web and introduces dialog, empathy and trust.

The Goal: Point customers in the right direction

Now instead of confusion, customers are instilled with confidence. With PlanPointer, they experience the entire insurance decision-making process on one dynamic screen. They are guided through a series of simple questions that allow them to make—and refine—choices based on their unique needs. By using plain English and engaging customers in a dialog, PlanPointer demystifies the online purchasing process, while fostering trust in HumanaOne.

Empowering customers, reinforcing the brand

With Molecular’s help, HumanaOne has achieved the best of both worlds. PlanPointer helps create a more compelling online experience for customers, giving them the clarity and power to choose the right healthcare plan for their needs. Just as important, it has helped differentiate and drive home Humana’s brand positioning: “Guidance when you need it most.”