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Introduction
Measuring the success of HCSC's Blue Cross Blue Shield mobile app requires a comprehensive approach that considers multiple stakeholders and metrics. To address this product success metrics challenge, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.
Framework Overview
I'll follow a simple success metrics framework covering product context, success metrics hierarchy.
Step 1
Product Context
The Blue Cross Blue Shield mobile app is a digital health management tool for HCSC members. It allows users to access their health insurance information, find doctors, view claims, and manage their health plans on-the-go.
Key stakeholders include:
- Members: Seeking easy access to health information and services
- Healthcare providers: Interested in streamlined communication and claims processing
- HCSC: Aiming to improve member satisfaction and operational efficiency
User flow:
- Login: Members securely access their accounts
- Dashboard: View personalized health information and quick actions
- Features: Access various tools like find a doctor, view claims, or manage prescriptions
- Support: Contact customer service or access educational resources
The app aligns with HCSC's strategy to enhance digital engagement and improve member experience. Compared to competitors, HCSC's app aims to offer a more comprehensive and user-friendly experience.
Product Lifecycle Stage: The app is in the growth stage, focusing on increasing adoption and expanding features to meet evolving member needs.
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