Case Study: UnitedHealthcare reduces service calls and boosts member satisfaction with SundaySky personalized video

Enhancing the Member Experience with Personalized Video

UnitedHealthcare, the largest division of UnitedHealth Group, wanted to boost member satisfaction while cutting care and service costs. Facing frequent service calls and member confusion about plan details, UHC needed a way to educate and empower members at critical touchpoints so they could make informed decisions about coverage and out‑of‑pocket costs.

UHC implemented modular personalized videos (built from a 40+ data‑point scene library) for onboarding and claims, delivered prominently in the myUHC portal. The program reduced confusion and service calls—more than half of viewers said they were less likely to call—and drove high satisfaction and engagement (nearly all recipients were satisfied; eight out of 10 viewers watched to completion, averaging 86% viewed), helping lower service costs and strengthen member loyalty.

UnitedHealthcare

Kelley Thomes Ries

Vice President of Marketing Strategy