Case Study: Humana achieves customer-focused digital transformation with Pivotal Tracker

Humana - Customer Case Study

Humana, a Louisville-based healthcare company reinventing itself around customer well‑being, tasked its Digital Experience Center (DEC) with leveling up technology, product, and design to deliver software more nimbly. Facing traditional departmental silos and inconsistent delivery speeds, Humana adopted Pivotal Tracker (Tracker) as a core tool to teach Lean/Agile practices, prioritize work, and enable hands‑on pairing between DEC staff and business product managers.

Pivotal Tracker was implemented as the DEC’s daily backlog and collaboration platform—used for story writing, prioritization, and “Tracker Time” pairing to measure engagement and teach methods. By using Pivotal Tracker to focus teams, iterate in small experiments, and transfer practices through pairing, Humana’s DEC reports that teams develop software more quickly and efficiently and that Tracker usage often continues after DEC engagements, demonstrating sustained adoption across the organization.

Humana

Nick Hill

Product Manager