When health insurance company Humana Inc. started its digital transformation about two years ago, there was no sign of the COVID-19 pandemic on the horizon, and the company’s goal was to build new and better ways to interact with customers.
But when the coronavirus crisis hit the world, Humana was able to offer much more than just a good experience — it responded quickly to new demands that emerged as a result of the pandemic and built an effective way for users to find COVID-19 test sites in one month.
“The testing locations change constantly, the type of tests they have, the supplies that they have, the hours of operations,” said Bruce Buttles (pictured), digital channels director at Humana. “So that’s really where this COVID-19 test location came from; it was out of the genesis of what we had started doing on the provider finder.”
Buttles spoke with Stu Miniman