Case Study

Large Florida-Based Insurer

As one of the most ethnically and generationally diverse states in the country, Florida is faced with a variety of complex healthcare-related challenges. As a result, a one-size-fits all approach to health insurance simply won’t work.


To create solutions that deliver important flexibility to both members and providers, one of the state’s largest health insurers partnered with Ravel to capture the pulse of its users’ multifaceted needs. First, quantitative research highlighted the unique challenges associated with each market. Then, in-depth qualitative interviews added valuable context and insights. Together, this data painted a clearer picture of the unique barriers faced by members across the state.

Using a series of “co-creation” sessions—including healthcare providers and members from all generations and geographic locations—this health insurer rebuilt its healthcare plans to address many critical concerns.


Members came away from these co-creation sessions feeling that their voices had been heard. While team members gained valuable insights they plan to leverage to transform existing plans and improve the member experience.