Our 2018 biennial survey of 2,400 members of U.S. health plans revealed their growing demand for digital across all demographic groups. While web still dominates as the top digital channel, preference for other digital channels is rapidly growing. Health plan members are increasingly embracing mobile and social channels, as well as wearables. They have shown marked preference for self-service capabilities indicating their willingness to be empowered.
Digital paradigms survive and thrive on data whose availability depends on the willingness of consumers to share. The survey shows members’ increasing willingness to share their health data.