U.S. Healthcare Digital Experience Study
Win the Healthcare Digital Experience
The U.S. Healthcare Digital Experience Study (HDES) objectively assesses health plan member satisfaction and healthcare customer experience across commercial and Medicare Advantage plans. It provides digital experience benchmarking, comparing carriers against peers and explores website and mobile app functionality and feature importance.
What the Study Measures
A Complete View of Healthcare Digital Experience & Performance
Digital satisfaction and healthcare customer experience is explored across eleven factors:
• Shopping (Medicare Advantage only)
• Speed
• Logging in
• Account overview
• Profile management
• Reviewing plan details
• Finding a physician
• Telehealth
• Information and content
• Navigation
Includes:
• Website and mobile app evaluations
• Commercial and Medicare Advantage coverage
• Feature importance ranking
• PowerSource benchmark reporting
How the Healthcare Digital Experience Study Works
• Surveys commercial and Medicare Advantage health plan members
• Measures satisfaction across eleven digital experience factors
• Evaluates both healthcare website and mobile app functionality
• Fielding begins August 2025 for 2026 study
• Final results publish April 2, 2026
• Press release follows on April 7, 2026
Core Strengths
Elevate Digital Healthcare Experiences
• Understand healthcare customer experience and member sentiment across digital touchpoints
• Identify gaps in digital experience that impact member expectations
• Benchmark against industry best practices from leading health plans
• Optimize digital channel usage for telehealth and care
• Link digital performance to member satisfaction outcomes
Business Impact
Grow Digital Engagement Across the Healthcare Member Journey
• Increases digital self-service for physician search and coverage tasks
• Improves telehealth adoption through member-validated UX improvements
• Reduces call volume by optimizing high-friction website features
• Differentiates commercial and Medicare Advantage digital experiences
• Aligns digital investment with evolving member expectations
Key Dates
2026
Fielding Begins: August 2025
Final Results
Publish: April 2, 2026
Press Release: April 7, 2026 (Updated 07/08/2025)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Healthcare Digital Experience Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
Commercial Member Health Plans
Aetna
Blue Cross and Blue Shield of North Carolina (Blue Cross NC)
Blue Cross Blue Shield of Massachusetts
Blue Cross Blue Shield of Michigan
Blue Shield of California
CareFirst
Centene
Cigna Healthcare
Elevance Health
GuideWell
HCSC
Highmark
Horizon Blue Cross Blue Shield of New Jersey
Kaiser Foundation Health Plan
Premera Blue Cross
UnitedHealthcare
Medicare Advantage Plans
Aetna
Blue Cross and Blue Shield of Minnesota
Blue Cross Blue Shield of Michigan
Centene
Cigna Healthcare
Devoted Health
Elevance Health
GuideWell
HCSC
Healthfirst
Highmark
Humana
Kaiser Foundation Health Plan
Priority Health
SCAN Health Plan
UnitedHealthcare
UPMC Health Plan
Designed for Healthcare Digital Leaders
• Chief digital officers at health plans
• Mobile app product managers
• Member web experience leads
• Telehealth platform owners
• Digital transformation executives
• Member engagement strategists
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
