Finding a COVID testing center suddenly became the number-one ask for Humana's contact center. The customer service staff were struggling with a giant spreadsheet of test center details, but the information was constantly changing.
The digital team had recently delivered a pharmacy finder app using OutSystems. The architecture made it easy to turn this into a multi-purpose "healthcare provider finder." The team had the head start it needed to deliver a COVID test center finder in a matter of hours.
Over the course of a weekend, we built a web app that replaced the spreadsheet," explains Bruce. "Next, we expanded the app with full back-office functions, so a team of thirty users could constantly update the national testing locations database. Then working with CDR, we turned this into a mobile-friendly customer-facing app, helping members and call-center agents find test locations themselves through a Google-map-like search experience. I'd say, not too bad for only a month's work!"
Speed to Market Delivered
Regarding the top challenge for digital innovation at Humana, Bruce is emphatic, "Speed to market is number one, two, and three!" But with a platform approach to application development, Humana's digital innovation team is faster than ever.
"Delivering four times faster while at the same time improving quality is a game-changer—making a vast range of innovations viable that were previously risk or cost-prohibitive," says Bruce.
And just as importantly, Humana's digital team now has the agility to iterate at speed. "Enhancements which were an idea on Monday, can be live by Wednesday," explains Bruce. "We're delivering value every one-to-two days, rather than two-weekly. On some projects, we're even struggling to write user stories fast enough to maintain a backlog—which is why I say software engineering is fun again."