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Troy Today
By the People, for the People
Health Plan Digital Experience Improves with Repeat Usage
JD Power study finds sustained engagement leads to higher satisfaction among health plan members.
Apr. 7, 2026 at 12:03pm
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An X-ray view of the digital infrastructure behind healthcare's evolving consumer experience.Troy TodayA new JD Power study on the digital experience of health plan members found that the more time members spend using insurers' mobile apps and websites, the more they come to appreciate the usefulness of these digital channels in managing their overall healthcare experience. The study highlights both the opportunities and challenges health plans face in delivering user-friendly digital tools to address the complex and diverse needs of their member populations.
Why it matters
As health plan members increasingly rely on digital channels to manage their healthcare, insurers must focus on creating seamless, intuitive experiences that keep members engaged and satisfied. The JD Power study underscores the importance of sustained digital engagement in driving higher member satisfaction and loyalty.
The details
The JD Power 2026 U.S. Healthcare Digital Experience Study found that health plan members who use digital channels more frequently report higher satisfaction with their overall healthcare experience. The study suggests that as members become more accustomed to managing their healthcare through mobile apps and websites, they come to appreciate the convenience and utility of these digital tools.
- The JD Power 2026 U.S. Healthcare Digital Experience Study was released on April 7, 2026.
The players
JD Power
A global marketing information services company that conducts independent and unbiased surveys of customer satisfaction, product quality, and buyer behavior.
What’s next
The study findings suggest health plans should focus on improving the user experience of their digital channels to drive higher member engagement and satisfaction over the long term.
The takeaway
As healthcare consumers increasingly expect seamless digital experiences, health plans that invest in user-friendly mobile apps and websites will be better positioned to meet the evolving needs of their diverse member populations.
