Mobile app doctor locator tools from health insurers have a long way to go to catch up to the user experience members expect
Doctor locator tools can become more integrated with changes to provider screens that include appointment booking for future in-person appointments and instant virtual visits
Doctor locator tools are an important component of mobile member apps, especially as the healthcare industry moves into a new age of digital care options in the COVID-19 era. Locator tools can become more integrated with changes to provider screens that include appointment booking for future in-person appointments and instant virtual visits.
While the industry is shifting to provide more digital care offerings, mobile locator tools have ways to go in executing their potential by adding features to better serve digital care. Health plans leave room for improvement across the coverage group, as few have managed to create a seamless in-app experience with keyword search and guided search functionalities, map features, universal and contextual help capabilities, integrated cost information and detailed reviews. Many firms provide some combination of these elements, but few succeed in integrating the more care-driven choices that make locator tools more than just an informational tool.
Overall, the coverage group offers useful and well-designed mobile locator tools; however, many firms are still missing a key element of the design that would contribute to a superior user experience and, in turn, better health outcomes.
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