Building Medibank's innovation capability through workshops

CLIENT

Medibank

Medibank Private is one of Australia’s largest private health insurers. Medibank’s mission is to provide high-quality healthcare through connecting providers with customers.

BRIEF

Validate a new digital initiative

Medibank approached Conduct with an opportunity to envisage a future state for how private health insurance customers could find healthcare providers online.

A shared understanding of project goals

We wanted to learn the attributes customers look for in healthcare providers, their perception of health insurance provider networks and how to maximise value for customers.

Stakeholder alignment

Conduct arranged a series of interviews, workshops and user-testing sessions to explore concepts and better align business objectives with customer requirements.

I found Conduct to be incredibly pragmatic and realistic in terms of what was needed – with just enough validation and insight for us to make the next key decision so we could move quickly. Peter Caddy Head of Digital, Medibank

Results

Our interactive sessions with users and key stakeholders doubled as coaching and capability building exercises.
Conduct left Medibank’s project team with resources and templates to progress future digital initiatives confidently and autonomously.