The digital health ecosystem is bursting with innovation. Consumers have new and diverse ways to manage their health, interact with caregivers, and make informed healthcare decisions. And employers have become the stewards of these digital health tools, curating, purchasing, and distributing them to their employees.
However, performance management in this space is still in the dark ages. No other part of the enterprise is managed so blindly, without clear feedback on what truly works. Meanwhile, spending on healthcare point solutions continues to climb as their impact goes unmeasured.
The Problem with Managing Digital Health
The enterprise digital health ecosystem suffers from three main challenges that inhibit effective enterprise performance management.
- Reporting systems are fragmented: Employers must log into many different tools to access performance data across different point solutions. This makes it difficult to assess an entire portfolio of health programs or to identify engagement tactics that might work across programs.
- Metrics lack standardization: Point solution vendors report on metrics without any common language. Oftentimes, reporting tools give equal weight to measures on behaviors, activities, or desired outcomes, without distinguishing between them. HR teams are left to decipher a tangled web of metrics, many of which are irrelevant or misleading.
- Insights are not actionable: Many point solution vendors provide “nice to know” reports, that don’t provide any clear so-what or next step. For example, knowing that your employees took enough steps to “walk to the moon” is great to know, but not helpful. What’s helpful, is knowing what programs are working,
As a result of these problems, most companies struggle to rationalize their digital health spending. CFOs, clearly agitated with the lack of visibility, are placing increasing pressure on HR to demonstrate value.
Digital health performance should be measured with the same rigor as any other major enterprise investment. After all, companies spend billions of dollars on health benefits. Any intervention that aims to improve outcomes, change behaviors, or cut cost should be monitored with intense scrutiny. The stakes are enormous.
Fortunately, Jiff is uniquely positioned to bring order to the chaos, due to its central position as an enterprise health benefits platform. Because we integrate with the entire marketplace of point solutions, we have the opportunity to standardize metrics across vendors, cull through reams of data to present the most actionable insights, and provide HR with a single, one-stop-shop to manage performance across their point solutions. All of this takes place through our analytics product, Mission Control.
Mission Control Surfaces Actionable Insights in Four Areas
Mission Control helps employers monitor the progress of their digital health initiatives in real-time, and identify key actionable levers to drive engagement. It provides insights in four areas: Employee Needs, Program Performance, Engagement Tactics, and Overall Employee Satisfaction.
1) Employee Needs
Understanding employee needs allows us to surface gaps in what health programs and services are being served to the population. Based on this information, HR teams can easily pick which programs to add in order to make the greatest impact.
Here’s how it works. Our platform draws on massive amounts of data, from various data sources, to surface real and potential needs for each individual in your population.
We then provide HR with a rolled-up, de-identified view of these needs across their full population. For example, we may uncover that 50% of your population is overweight, or 5% is pre-diabetic. After that, we can compare these needs to your available services to identify gaps in your offering, and recommend new programs that serve these unmet needs.
How Jiff Reports on Employee Needs
Using the previous example, we may find that while obesity is rampant in your population, you have already saturated your employees with fitness and nutrition related programs. Instead, you should fill the unmet needs of diabetics, by expanding your diabetes related programming. Mission Control synthesizes these insights in an easily digestible dashboard for HR to review and act upon.
2) Program Performance
Next, we try to determine whether your current suite of point solutions are achieving their intended impact. And at Jiff, we are extraordinarily precise in how we define “impact.” We break it down into four key dimensions: adoption, behaviors, outcomes, and satisfaction, defined below.
The Jiff ABOS Impact Framework
Collectively, we refer to these as ABOS, a proprietary framework unique to Jiff. The wonderful thing about ABOS is this same framework can be applied across all categories of point solutions—from fitness tracking, to telemedicine, to biometric screening—providing HR with a virtual heat map of what’s working and what’s not.
Importantly, Mission Control puts every ABOS metric in context, by comparing your performance to historical performance, as well as to benchmarks. This makes it easy for HR leaders to understand whether a 10% utilization rate is good or bad.
Finally, the metrics are synthesized in a beautifully designed and intuitive dashboard, shown below.
The ABOS dashboard provides real-time reporting on program effectiveness relative to historical trends, goals, and benchmarks.
HR leaders can drill-down into these reports to review detailed performance of a particular program. If your programs are working, you’ll see that right away in Mission Control. If they’re not working, these reports can surface various causes and potential action items.
Detailed program performance reports highlights specific areas that are working, as well as opportunities for improvement.
For example, if you see low enrollment in a telemedicine program, Mission Control will recommend you launch an awareness campaign, such as email or push notifications. If your employees are enrolling but aren’t scheduling appointments, we’ll suggest you increase your incentive (points awarded) for completing that action. These engagement tactics and their relative effectiveness represent the third area of Mission Control analysis.
3) Engagement Tactics
The Jiff platform comes pre-built with several tactical levers to drive engagement of health programs. While most of these tactics run on auto-pilot—for example, personalized recommendations—a select few are configurable on-the-fly.
Mission Control provides real-time feedback on how well these configurable tactics are working, and gives recommendations on how HR can optimize their settings to drive further engagement. Specifically, HR can easily monitor and adjust the following engagement tactics through Mission Control:
- Jiff Store / Onboarding Credits: Subsidies to employees to purchase devices, apps, and services, through the virtual Jiff store.
- Points Earned: Virtual currency earned by completing desired activity.
- Reward Center: Redemption center, where employees exchange in-app points for real-world rewards.
- Communications: Push notifications to employees.
- Social Activity: Comments and “likes” related to certain programs or activities
- Content: Articles, blurbs, and posts that appears on employees’ home-stream.
- Events: Health-related events or general benefits events, hosted by the employer and promoted through the Jiff app.
Jiff Store – Engagement Tactic Report
For example, we monitor performance of the Jiff store to understand whether subsidies are sufficient to drive adoption of specific apps and devices. We can also determine if some devices are more popular than others. HR teams can utilize this intelligence to adjust or reallocate their budget, to achieve the greatest impact at the lowest cost.
Similarly, we monitor communications campaigns to see what messages are most effective at driving behavior. We provide detailed reports on click rate and conversion rates, so that HR teams know what works, and can standardize their most successful campaigns across programs.
Finally, our reports on the Reward Center shows which rewards are most popular. Often, it’s not what you’d expect. HR teams can use this information to restock the Rewards Center with the rewards most likely to drive engagement.
4) Overall Employee Satisfaction
Every company has different goals, and every population has different needs. This makes it difficult to evaluate the most critical question of all: is the Jiff Platform working to achieve its intended impact?
One way we answer this question is through our population pulse surveys. These periodic surveys, are very short (often one question), and aim to give HR a way to track the overall health and satisfaction of their population.
For example, common questions we ask include:
- How satisfied are you with your company’s approach to employee health?
- Is Jiff effective in helping you meet your needs?
- How well are your needs being met?
In addition, we have ability to ask specific questions for tracking employee wellbeing over time::
- How are you feeling today?
- How happy are you at work?
Simple questions indeed. But our response rates are exceptionally high, given our strong engagement, and the ease-of-response through our platform. One or two simple questions, tracked on a weekly or monthly basis, generate powerful insights.
For example, by tracking employee responses over time, HR leaders can understand whether their employee self-reported health and satisfaction are trending in the right direction. They can see if certain health challenges or initiatives led to a measurable impact. They can even slice and dice their population in different ways to see trends across departments, regions, or business units.
All of this is to say, that through these pulse surveys, Jiff becomes much more than a health benefits platform even. In a sense, it is a full employee-engagement platform, allowing HR to literally have their fingers on the pulse of their population.
With Mission Control, HR teams have the tools to carefully manage the performance of all their digital health and health benefits initiatives across their population. Now, benefits leaders can apply the same rigor to benefits, health, and wellness that are common and necessary across the enterprise. To learn more, visit our resources page.