Modernizing member experience through cloud-native infrastructure
Service
Industry
In a bold move to transform the member experience, a national health insurer launched a startup-style initiative aimed at delivering a simpler, more personalized healthcare journey. Built from the ground up, the new venture required modern infrastructure, cloud-native applications, and the agility to evolve quickly—all while navigating complex healthcare regulations and legacy tech debt.
Challenge
After two years of in-depth member research, the organization realized its existing infrastructure couldn’t support the kind of dynamic, consumer-friendly experiences its members demanded. Launching a new company within the enterprise offered the freedom to move fast—but it also required a complete departure from outdated systems.
Core challenges included:
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Legacy technology debt: Internal platforms were rigid, slow to evolve, and burdensome to maintain.
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Slow delivery cycles: Manual processes and fragmented toolsets limited developer productivity and innovation speed.
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High operational complexity: Supporting services were scattered across different systems, each with unique tooling and configurations.
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Lack of observability: Monitoring was inconsistent, making it difficult to detect issues or measure impact in a complex, microservice-heavy environment.
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Member experience gaps: The organization needed to centralize member tools and data to reduce confusion and improve outcomes.
This new venture needed to move fast—combining a startup mindset with enterprise-grade reliability.
Solution
We joined forces with the client and their cloud technology partner to co-build the infrastructure and application environment that would power this new healthcare experience.
Our contributions included:
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Automation & tooling: We developed internal frameworks and automation libraries tailored to a poly-repo, microservices environment—eliminating repetitive tasks and reducing deployment friction.
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Modern architecture: The application was built using microservices and event-driven design patterns to allow independent scaling and agile development.
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CI/CD optimization: Continuous integration and delivery pipelines were implemented to streamline deployments, enforce quality, and increase delivery velocity.
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Telemetry & observability: We instrumented the infrastructure and applications with end-to-end telemetry, providing deep insight into performance and operational health.
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Developer enablement: Tooling and documentation empowered teams to build and release features faster, with fewer dependencies.
This foundation allowed the client to focus on improving member services while scaling efficiently and securely.
Results
In just months, the new platform was up and running—offering a cohesive, digital-first experience for Medicaid members and their providers.
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Infrastructure efficiency: 10% reduction in maintenance costs through platform consolidation
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Delivery velocity: 3x faster integration of new features
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Member engagement: 25% increase in digital engagement
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Improved servicing: Enhanced support experience for both patients and providers
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Scalable platform: Ready to support new markets and evolving member needs
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