Case Study: Highmark Health improves customer experience understanding with Block Club

HighMark Health creates 7 CX videos and redesigns its toolkit with Block Club

Highmark Health, a national blended health organization, sought to strengthen its customer-centric culture but faced a challenge with its customer experience (CX) tool kit. The vast amount of information made it difficult for employees and partners to navigate and use the tools effectively. Highmark engaged vendor Block Club to help redesign the kit for improved usability.

Block Club audited and redesigned the tool kit to be more intuitive and practical. They also produced a series of animated and live-action video tutorials to explain how to use the tools. As a result, Highmark’s employees can now effectively use journey maps, customer personas, and health archetypes to better understand and empathize with the people they serve.

HighMark Health