Using Pendo to tackle growing pains
With a mission to bring behavioral health care to all, Lucet is diligently focused on creating seamless member experiences with as few hurdles to care as possible. Much of that role falls on the care navigator team who interface directly with members and providers.
“One aspect of what Lucet does is connect members in need of behavioral health services to care, and the care navigation team is on the front line of member issues,” said Eric Miller, Pendo power user and digital adoption product manager at Lucet .
The original platform was built to handle single use cases. Over time, and as the company grew, Lucet added more providers, which created new types of users within the platform. Roadblocks occurred when users were required to complete certain actions, such as filling out intake paperwork or confirming their appointments, before receiving care. Often, they weren’t aware of these requirements and became frustrated when care was delayed for reasons they didn’t know about or understand.
In the complex world of healthcare, Lucet needed a simple way to adapt their platform messaging so members could get the care they needed seamlessly. Pendo provided the tools and framework necessary to build a repeatable, product-led solution.
Faster connections to care, more satisfied users
To help care navigators assist members, Miller needed to be able to generate custom in-product messaging quickly, without having to rely on the engineering team. Using In-app Guides, Miller built a template that triggered an automatic message to care navigators when assisting members with booking an appointment. The message was specific to the provider or provider group and alerted the care navigator of each necessary step for the member to take so they could receive care.
This level of customization in the product experience alleviated many of the issues members faced, deflected complaints, and greatly reduced the burden on the care navigator team. Getting a solution into the platform quickly was crucial. “Typically,” said Miller, “it would have been a big roadmap item to engineer a solution for that. With Pendo, we’re able to reduce complaints immediately.”
Miller also relies on Guides to meet specific legal requirements within the platform. Before using Lucet ’s platform, certain users have to agree to the company’s terms of use and privacy policies and that attestation requires documentation. With Pendo, the team can lock a user out of accessing the platform on their first login, then offer them direct links to the terms for review and options to continue, agree and attest, or to log out. “Using Guides gives us the paper trail that we needed, the functionality we needed, and it was very low effort,” explained Miller.
Reading between the (data) lines
Pendo data also revealed an unexpected insight around member needs for Miller and team. When care navigators work with members, they use the Lucet platform to filter their search to find a provider that fits the member’s needs. While the platform recorded what filters were used for a specific booking, it didn’t record what filters were searched and clicked during the booking process. With Pendo, they have access to this data in real time.
If many members are searching for something but there are zero results, for example, that signals an unmet member need to the Lucet team. Using Pendo gives them an extra layer of insight into how to provide the care that members want.
Using the Pendo community to connect the dots
As a long-time Pendo user, Miller has worked in various capacities within the platform since 2018. At Lucet, Miller continues to use Pendo within his own team as well as to support other teams across the company. He is currently working with other product teams to help support their initiatives, “either with information that informs their product development or helping them monitor product adoption and success of new features,” says Miller.
Miller has learned over the years how valuable the larger Pendo community is for building new ideas. He describes Pendo as a ‘boundless’ platform with almost limitless possibilities, which are easier to uncover by leaning into other Pendo users. “Pendo is a deep platform with a lot of customization options, so it’s really nice to connect with others who are doing creative customizations. I appreciate how the community is willing to reach out and help each other,” he shared.
As Pendo’s 2024 User of the Year winner, Miller uses his deep Pendo knowledge to further Lucet’s mission and help fellow members of the Pendo community do the same at their organizations.
