6 articles
Featured
product
enA Three-Layer Blueprint for Insurance Enrollment Software
Most digital insurance platforms force a binary: chatbot or form. Both lose. Enrollment isn't one task, it's three, and each maps to a different optimal interface. Here's the three-layer blueprint that allocates conversational AI, a structured wizard, and async recovery across the journey, with the evidence behind each choice.
article · 9 min · Jun 8, 2026
research
enBeyond LLMs: Why Structure Beats Technology in Healthcare Interfaces
GPT-5 won't fix what GPT-4 broke. In a controlled test, the same language model hit 63% task completion with structured grounding and just 23% without it. The variable that drives healthcare interface effectiveness isn't the model. It's dialogue structure. Here's the evidence, a four-type taxonomy, and what it means for build-vs-buy decisions.
article · 8 min · May 18, 2026
product
enYour Customers Don't Know What a Deductible Is. Your Interface Is Making It Worse
The premise underneath most digital health insurance enrollment flows is that customers understand the product. They know what a deductible is. They understand what a coinsurance rate means. They can compare two plans on out-of-pocket maximums while also accounting for network restrictions, premium differences, and expected utilization. But the evidence on what insured consumers actually understand suggests that this premise is wrong.
article · 8 min · Apr 17, 2026
market
enThe $36 Billion Question: What the Conversational AI in Healthcare Hype Misses
A 4.4× expansion of the global healthcare conversational AI market in nine years (Gartner, 2024). The slope is steep, the trajectory inevitable, the implicit message clear: be in this market, or be left behind. The pattern across the most rigorous syntheses available is consistent: aggregate effectiveness of conversational AI in healthcare is closer to *null* than to the order-of-magnitude productivity gains implied by the market projections.
analysis · 7 min · Mar 16, 2026
research
enThe Preference–Performance Paradox: Why Your Chatbot's NPS Is Lying to You
70% prefer the chatbot. Chatbots take 73% longer to produce the same output. Same task, same participants, opposite metrics. If NPS is your healthcare interface KPI, you are systematically optimizing for the wrong thing.
analysis · 5 min · Feb 16, 2026