Healthcare portals: why is the value of good customer experience hard to articulate financially?

Most healthcare portals are poorly designed. This might be partly because the value of good customer experience is easy to appreciate but we can’t seem to articulate the value financially. Customers are the reason-d’etre of any healthcare organization trying to make people health and happy. Healthcare organizations need to take responsibility and help their customers with access to care by guiding member to cost-effective plans and care, health fluency by providing health information and insights into care transactions, and communication with their health teams.