Source page: McKinsey & Company
Commentary
First, do no harm
Healthcare | Consumer | Surveys
April 13, 2023 – US consumers are placing a higher priority on wellness and want the healthcare system to become more customer-oriented, note partner Jenny Cordina and colleagues. In a survey, consumers identified the four areas they find most frustrating: getting coverage, understanding benefits, finding care, and saving and paying for care. For healthcare providers and payers, improving the consumer experience could lead to better care and cost outcomes.
To read the article, see “Driving growth through consumer centricity in healthcare,” March 14, 2023.
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Visual form
Bubble matrix chart.
Layout / body structure
A single matrix lays healthcare-journey steps top to bottom and payer or provider types left to right, with the legend for color and circle size above and a column of written key takeaways on the right.
What is being compared
It compares consumer satisfaction across steps such as getting coverage, understanding benefits, finding care, receiving care, following up, managing prescriptions, managing health, and saving and paying for care across commercial, Medicare, Medicaid, ACA or individual, and provider contexts.
Measurement system
Color encodes satisfaction bands from low through high, and bubble size encodes importance from low to high, so the reader is tracking both how important each step is and how satisfying it is to navigate.
Visible structure inside the graphic
Each cell in the matrix is one circle, with large dark bubbles indicating high-importance, low-satisfaction pain points and lighter or smaller circles indicating more satisfactory or less important steps; the provider column and right-side takeaway notes help interpret the strongest patterns.
Main takeaway from the visual
The biggest bubbles often sit in darker colors on the most important parts of the journey, showing that consumers place the most weight on steps such as getting coverage, understanding benefits, finding care, and paying for care even though those steps remain among the least satisfying.
Key standout values or extremes
The headline states that the four most important steps are also the most dissatisfying to navigate, and the matrix shows especially large, dark bubbles in understanding benefits, finding care, and saving and paying for care across several payer categories.
Controls / sequence, when applicable
This is a static chart image with no in-chart controls to operate.
Companion media, when applicable
There is no separate companion audio or video; the chart image is the full visual on this page.