Walking in a Member’s Shoes: Insights from OME on Journey Mapping and AI
By Isabela Moise, Product Manager at Aequilibrium In Brief: Member-First, Data Informed with Journey-Mapping and AI Journey-Mapping First: CUs must start with the member’s perspective by mapping real pain points before applying AI, so techn solves what truly matters . From Friction to Trust: Pain points like redundant forms, false rejections, and weak onboarding can […]