CASE STUDY
How UnitedHealthcare enhanced retirement life quality through Jobs to Be Done Research
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Objective
UnitedHealthcare, one of the largest health insurers in the United States, sought new, customer-centric ideas for improving its health insurance products for seniors.
Approach
Conducted Jobs to be Done customer research with seniors to learn about their health goals, needs, and motivations
Used quantitative methods to isolate the most acute customer needs and define target subcategories where UnitedHealthcare had a competitive advantage
Developed product and service concepts with the UnitedHealthcare team
Impact
The Jobs to be Done research was a powerful reminder that emotional health needs are just as important for seniors as physical health requirements. Our work with UnitedHealthcare led to several new product and service concepts addressing a more holistic set of senior health needs.
