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Humana is a $54 billion healthcare and insurance company serving over 21 million members. Their strategy includes an integrated care delivery model, focusing most heavily on the cohort of people living with chronic conditions—particularly those who are aging into or are already in Medicare Advantage plans. This population is fast-growing, with more than 85 percent of seniors having at least one chronic condition and 65 percent having multiple chronic conditions. Humana understands that these members need personalized, connected, trusting relationships with their healthcare partners in order to achieve their best health.

To embed a new customer-centric culture across the organization, Humana developed “PeopleFirst”, a set of training tools and certifications that build capability. A comprehensive, flexible set of online and offline tools include facilitations, game play, learning guides, journey maps, interactive card decks, and avatar learning experiences.

The tools were designed using research across the business to understand what consumer-centric behaviors equaled success. They began with the Sales and Communications organizations, leaders with the most contact with members. Targeting that group of Humana employees ensured both program relevance and visibility. Improvements were shared with company leadership generating a “pull mentality” that encouraged more leaders across the organization to embrace change management.

  • In the last 12 months, PeopleFirst has generated $21 million in efficiencies and savings and is expected to generate another $3 million in the remainder of the calendar year.
  • Leaders across the business attribute their improved Net Promoter Scores (NPS) to the ongoing support of PeopleFirst.
  • Partners across the business notice the change in culture saying “Our team has moved from a culture of complaints to a culture of compliments”

Says one VP of Sales ““PeopleFirst enables the agents to build value-based relationship with consumers. It enhances the engagement level between the consumers and the agents, which has truly transformed our culture and commitment to consumerism.”


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