Crossing the Chasm with Mobile

Best Practices

Monday

August 31, 2015

Your Texas Benefits App: Empowering Clients to

Manage their Benefits

The Realities of

Our Business

What we know for sure

4 2015 2020

What we can not predict

Page 5

Natural

Disasters

Policy

Changes

Economy

Fluctuations

What is the Solution?

Observed in our lobbies

No better time than now

Page 8

Source: 2014 Nielsen Digital Consumer Report, Pew Internet Life Study (2014 forecasted)

85% of new phones acquired

are smartphones

52% HHI <$30,000

70% of the U.S.

Smartphone

Ownership

Right for our client base

Page 9

“Low income families tend to access

online data through apps and mobile web

browsers more frequently than with

desktop computers or tablets.”

2014 Nielsen Digital Consumer Report

Page 10

Part of the equation

Technology Client

Behavior ?

Page 11

The full equation

Technology Client

Behavior Business

Case

The Right Solution

Ap

plica

tio

ns,

Re

ne

wa

ls &

Ch

an

ge

s A

pp

lica

tio

ns,

Re

ne

wa

ls &

Ch

an

ge

s

Overtime

-21%

Printing, Postage &

Imaging Costs

-$41

million

Vendor

Costs

-$12.7

million

Benefits already

realized via the site

12

2012 vs. 2014

Tenets going in

Page 13

#1) Complement the site, not replace it

#2) Focus on functions easily done on a phone

Page 14

One out of three

dropping off documents

Immediate impact

Address

Housing costs

Money from a job

People on your benefits case

Other money

Money you expect to get

Day Care Costs

Money from working for

yourself

Health Insurance and polices

Help paying rent and bills

Cash, loans, accounts

Person who can act for you

Child support, alimony, guardianship costs

Medical facts and costs

Complex?

Page 15

14 different types

of changes to

report

?

Address

Housing costs

Money from a job

People on your benefits case

Other money

Money you expect to get

Day Care Costs

Money from working for

yourself

Health Insurance and polices

Help paying rent and bills

Cash, loans, accounts

Person who can act for you

Child support, alimony, guardianship costs

Medical facts and costs

Not really.

Page 16

4 types =

80% of all

changes reported

The nonnegotiable

Page 17

More of this = More of this

Upload files

View basic case

information

Nov 2014

Feb 2015

May 2015

June 2015

R1 was all about uploads

Launch

Nov 2014

Feb 2015

May 2015

June 2015

Release 2

Set up a new account

Change password & phone #

Sign up for alerts

View upload history

Account creation was

key for R2

Launch

Nov 2014

Feb 2015

May 2015

June 2015

Release 2

R3 was a big one

Launch Release 3

Report changes

Choose paperless

Message Center

Nov 2014

Feb 2015

May 2015

June 2015

Release 2

R4 focused on user feedback

Launch Release 3 Release 4

Office & community partner

locator

Improved account creation

& case management

Rating prompt

New release prompt

Page 23

Live Demo

Best Practices….

(some times in the form

of lessons learned)

Page 25

Listen to your audience.

User Testing

Reviews

Continuous

Feedback

In Market

Training &

Simulations

Page 26

You have to get the word out.

1 Your staff and

your partners

2 Promotional

materials

Talking points

Video

Demos

Practice patience & flexibility.

Page 27

Balance quality versus speed to market

React quickly to the unexpected

Let go of your best laid plans

You will find yourself having to…

IT Support & Technical Considerations

Page 28

M

O B I

L E

Infrastructure

Security Testing Accessible

Maintaining Expertise

Questions?

Thank You

Please provide feedback on the

APHSA Conference App Download from your App Store or at https://crowd.cc/s/6r3C

Search APHSA Conferences

Visit vendors in Exhibit Hall B to continue

today’s conversations and learn more.

Help ISM raise 7,500# of food for Philabundance

Technology for a Cause. Donate during registration

or visit the APHSA booth (#232).