From Healthcare Company to Product Company: Highmark's Journey

Highmark Health had the goal of building a health ecosystem that worked better for everyone. That meant putting the patient and their clinician at the center of the model. Join us as Tracy Saula, SVP of Product & Health Experience at Highmark, and Matt Johnson, Senior Partner in West Monroe's Product Experience and Engineering Lab, explain how the company transformed healthcare in an otherwise traditional and highly regulated industry.

Highlights:
2:00 - Tracy’s background
3:12 - How Highmark Health is building a health ecosystem that works better for everyone
5:22 - Creating the clear problem statement
6:28 - How myHighmark supports their digital transformation
9:16 - Pandemic raised our competency in digital
10:12 - How higher customer expectations impact product design and experience
11:40 - How to overcome an industry full of point solutions and disparate systems
15:00 - Making a well-designed solution for both clinician and end user
16:59 - The focus on saving time for clinician and end user
18:15 - What it takes to get all players involved in something new and potentially risky
20:05 - How does a company keep a steadfast mentality
21:50 - Supporting organizational change during transformation
25:22 - Can any company become a product company?
26:30 - What Tracy is looking forward to in 2023
28:34 - What does digital mean to you?