The same principle applies to onboarding a new digital health benefits program – or any other type of health benefits. An employee cannot use the health benefits if the company offers a gym membership but the gym closes at 6 PM or if they offer health insurance that does not cover the basics.   

Benefits consultants and employers have to look at the big picture and ensure the benefits they're offering are not only purchased but also used. That's why orientation (showing how to use the tools) and onboarding (integrating the solutions into the company culture) are essential. 

Together with a health benefits package, brokers should always help provide a proper onboarding campaign that connects the efforts of the internal communication team, HR, and top leadership. This campaign should take at least three months, with additional on-demand support throughout the first year. Of course, every company is different, so it's important to stay flexible and adjust the timeframe if necessary.

2. Help people get comfortable using the new system

While digital health apps are valuable interventions that can help prevent and manage various health issues, they will not be effective if people do not use them. 

A systematic review and meta-analysis of research papers from 2020 shows that around half of employees dropped out of using apps that deal with chronic disease. There might be many different reasons for such rates – from low digital literacy to poor app quality – but one thing is clear: If we want to improve access to scientific health tools, we need to offer solutions that people will want to use for a long time. 

It's important to remember that the data listed comes from 2020, and the world has radically changed since then. Telehealth has become more prominent, and health app usage is more common, in general.

So what kind of qualities should an app have today to offer a great experience to the employee?

• Include gamified solutions that boost engagement 
• Use strategies stemming from behavioral science to increase retention
• Offer streamlined onboarding that ensures longer usage and lasting results   

If a health benefits consultant wants to provide the best experience for companies and their employees, they need to keep an eye on solutions that would address these key needs for lasting app usage. 

3. Educate employees about all the features and benefits available

Research from Accenture shows that 52% of people have low health care literacy and have struggled with picking their health care plan or the premium offerings.

This data tells us that the health care system was way too complex back in 2018, which is likely even more true today. People simply do not have enough time to review all the possibilities, understand the intricate details of each offering, and choose the option that makes the most sense for their particular situation.

That's exactly why high-quality onboarding is an essential part of health benefit offerings. It begins before the end-user even downloads the app. It starts at the very moment they decide which tool to use and it must include not only access to the solution but also:

• Additional resources such as ebooks, courses, or email sequences that provide the employees with more information relevant to their particular situation
• On-site and online activations and initiatives that introduce each option available over a sensible time period
• Repeated introductions of each feature to make sure the employee can fully understand and enjoy all the benefits available to them

There is a mantra in communication that a person has to hear a message seven times before taking action. Advisors and employers must ensure the end-users are treated with care. That means a high-quality onboarding process that is complete with an internal communications campaign along with the digital health benefits. 

4. Make it easy to personalize the experience

Rolling out digital health benefits usually takes at least three months; this allows for both the employees and the company to test the products and adjust if necessary. 

Because personalization is at the heart of digital health benefits, even the process of selecting the proper benefit may need to be tailored to the individual's needs. 

Sometimes, the program a person picks is not a good fit for their goals, or they need to modify the program after a few months because they picked one that is too simple or difficult for them to follow.

But that's the beauty of a health benefits program that offers multiple options – people can easily switch between them.

This will help create a positive relationship between employees and the digital health benefits program and make sure it's available and truly effective.

Final thoughts

Today, the U.S. is experiencing multiple health-related crises: 6 in 10 Americans have at least one chronic disease, 1 in 5 live with a mental health issue, and around 60% do not move enough. Since most people spend most of their time at work, using digital health tools in the workplace is the perfect space to help prevent or manage these issues. 

Ensuring a good onboarding experience that helps address these issues is the first step toward better health for all.