Andy NearyI help insurance professionals turn brand awareness into business growth.

If the user experience sucks 🤬, no one cares how much money 💵 you’re saving them.

25 Jan 2025 · 0 min

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0:29

Short conversational clip (YouTube) featuring Andy Neary and another speaker arguing that user experience (member experience) is the decisive factor for cost-containment solutions. Neary notes vendors often tout 20–40% cost savings, but stresses that poor user experience will negate those savings and can cause solutions to be removed despite delivering cost reductions.

See a lot of solutions out there right now in our industry that are focused on cost savings and they do it the member experience, we'll just call it the user experience. Even to the HR team it's less than desirable.
Right.
And they stand on that soapbox. But look, we're saving you 20, 30, 40%. And I'm here to say your cost containment solution, whatever it might be a captive rbp, I don't care what it is, is only as good as the user experience.
100%.
I don't care how much your money. The second the user experience sucks, cost savings doesn't matter anymore. Oh yeah, and I've seen a lot of solutions get kicked out even after they did their job of cost savings because the user experience was so poor.
Yeah. And they're going, I'm scratching my head. You wanted me to save you money. I did. Well wait, somebody came in and complained and that's a problem?