Case Study: Kaiser Permanente achieves a best-in-class digital health experience with Y Media Labs

Kaiser Permanente boosts digital satisfaction to 92% with Y Media Labs

Kaiser Permanente faced the challenge of transforming its digital ecosystem to meet evolving healthcare demands and improve member satisfaction after a five-year period of flat growth. The organization partnered with vendor Y Media Labs (YML) across design, engineering, and product strategy to address this need.

YML built, launched, and optimized Kaiser Permanente's digital platforms, including a redesigned website and mobile app featuring tools like Get Care Now for virtual urgent care. This solution led to a significant measurable impact: member satisfaction with digital services increased from 86% to 92%, online appointment bookings grew 60% year-over-year, and site visits increased by 54% to 692 million. For its work, YML and Kaiser Permanente were awarded a Webby People's Choice Award for Best Health App.

Kaiser Permanente