Life Sciences Innovation

Exact Sciences is now Abbott Payer Portal CX strategy and AI-driven journey mapping by Oliven Labs

Elevating in-house expertise with specialized executive healthcare product knowledge andinnovative, proprietary AI-driven CX process to define business drivers and boost payer portalexecution.

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Our applied proprietary methodology.

Empowered Collaboration

Conducted discovery, prioritization, and roadmap milestones so Exact Sciences (is now Abbott) stakeholders could accelerate a critical initiative for internal leadership and customer base.

Curated, Human-centric Design

The work was anchored to an internal and external user lens: stakeholder interviews, in-depthresearch review, and real workflow documentation drove every decision for what the PayerPortal should actually do for payers and internal teams.

Strategic Data Intelligence

Using a proprietary AI-driven approach, complex clinical, claims, and operational data was translated into clear Payer Portal themes and feature concepts, moving directly from strategy to roadmap to implementation.

Healthcare Industry Expertise

Deep payer-side expertise, data analytics fluency, and decades of payer-provider collaboration,cutting through regulatory, workflow, and stakeholder noise to get to a viable plan faster.

Exact Sciences (is now Abbott) is a molecular diagnostics company focused on the early detection
and prevention of cancer. Through innovative screening solutions, they are transforming the
way cancer is detected, diagnosed, and managed for more people around the world — driven
by a singular commitment to helping people live fuller lives through better health.

"Launching our new platform required a partner who could turn vision into reality. Choosing Oliven Labs was instrumental in achieving this goal. From our first brainstorming session in April 2024 to a successful pilot just six months later, their collaborative approach and technical expertise helped us successfully launch this new platform to support over one million beneficiaries by October 2025.
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Their flexibility and commitment were evident at every stage—especially as we made several unanticipated pivots along the way. They consistently delivered on time, on budget, and to specification, never losing sight of our shared objectives.

If you’re seeking partners who are not only skilled but genuinely invested in your success, I wholeheartedly recommend Oliven Labs."

Andrew Tutaj

President
ConnectureDRX

"Oliven Labs is more than a vendor, they have become true partners and friends we can rely on to deliver consistent, defensible, high quality work. From prototyping through product launch, I can count on a commitment to our needs and vision, high quality research, facilitated design sprints, high fidelity mockups, and effective design coordination with development teams., always willing to challenge us when needed, but reliably delivering at our most critical moments. They are super connectors, experts at listening and bringing an extensive network of support to the table, moving us much faster due to their recommendations. I would hire Olivan Labs again in a heartbeat."

Aaron Davis

Senior Product Manager
ConnectureDRX

CHALLENGE

Despite 4–8% annual enrollment growth since 2020, the Medicare industry is more turbulent than ever. Unfortunately, 2025 was one of the most unstable years we’ve seen to date. Industry leaders suggest it’s only the beginning, meaning seniors will continue to face difficult decisions while agencies must work tirelessly to provide clarity, protection, and reassurance.

As millions of seniors constantly face shifting coverage, agencies must keep up to remain compliant, protect business, and support a growing number of vulnerable clients.

Untapped Assets

2 million seniors need help finding new plans due to cuts

Agencies hold a goldmine of client data that could transform service and drive business, but there’s no simple, compliant way to aggregate and leverage it to assist more seniors.

Scarcity

5 million Advantage and Part D plans lost for AEP 2026

Agents juggle many clients and plans. When (not if) significant changes happen, it’s impossible to flag, notify, and engage all those affected. Some seniors don’t receive help.

Disconnection

62% of seniors are dissatisfied with their current plans

Seniors are confused and frustrated about the ongoing changes to Medicare. As a result, agencies face broken relationships and retention hurdles, hindering long-term growth.

SOLUTION

We needed a groundbreaking tool that empowers agents to control their portfolio during industry turbulence and communicate effectively with their clients. Through a deeply embedded partnership with ConnectureDRX, Oliven Labs supported the complete evolution of Active Analytics, from ideation to launch, creating a platform that revolutionized how agents lead, manage, and serve seniors.

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Our Unique Process

Ideation-to-execution

Led collaborative support, guiding solutions from whiteboard to operational deployment while maintaining accountability for outcomes and regulatory compliance.

Embedded Technical Partnership

Integrated data scientists and platform engineers who normalized and ingested ConnectureDRX's complex healthcare data into a unified analytics system through a custom platform architected on Microsoft Fabric, leveraging modern cloud infrastructure for streamlined development, data quality assurance, and enterprise-grade scalability.

Real-time Stakeholder Feedback Loops

Established ongoing user testing, specialized Client Advisory Groups, and live metrics reviews to continuously refine product features and communication strategies based on real-time stakeholder feedback.

Scalable Systemization

Developed a complex, yet intuitive design system integrating MUI framework supporting rapid feature iteration and seamless future AI integrations, fostering long-term adaptability and innovation.

Actionable Insights

Designed a first-to-market experience, organizing and simplifying complex data so FMO's, agents, and health plans could access critical audience insights to drive retention, growth and member satisfaction.

Regulatory-First Architecture

Each feature and workflow was meticulously architected to exceed Centers for Medicare & Medicaid Services, HIPPA, and WCAG 2.1 Level AA, with traceable compliance integrated into platform documentation and agent communications.

Go-to-Market Launch

Developed a strategic communications plan with credible, insight-driven thought leadership articles that positioned Connecture as a leading voice in Medicare, ensuring a fast, compliant launch with complete stakeholder training and readiness.

Actionable Insights Uncovered

18+ months
of deep partnership

End-to-end Development

Holistic support transformed vision incubation into a market-ready solution delivering results that exceeded industry standards, accelerated delivery timelines, and maintained complete Medicare compliance while serving both agents and seniors.

85M
data points analyzed

Unlocked Insights

Curated a multidisciplinary network of experts who collaborated to interpret millions of data points to determine the most impactful product design, incorporating scalable components that integrate with AI and predictive analytics tools and empower agents to support more seniors in less time.

50+ yrs
of collective knowledge applied

Agent Empowerment

Leveraging full-spectrum, deep healthcare expertise equipped agents with industry insights and research-backed communications strategies that foster long-term client relationships and build trust with an increasingly wary population.

1,500+ hrs
of user research performed

Stakerholder Satisfaction

Multiple parties depend on this product: insurers, agencies/FMOs, agents, and clients. Regular consultation with all stakeholders through user testing, surveys, and advisory meetings identified well-rounded and compliant solutions, placing senior voices at the forefront.

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RESULTS + IMPACT

Our talented network at Oliven Labs was key in launching a first-to-market intelligence platform, giving agents unprecedented access to client insights. Agents are better equipped to manage more cases, retain clients through compliant communication, and help more seniors in an ever-turbulent industry landscape. This breakthrough sets the foundation for AI integrations and predictive analytics, which will completely transform the Medicare industry for the better.

+300%
faster revenue recovery than industry average
10X
faster time-to-launch new product to market
+$100M
saved by improving client retention rate
+250%
in compliance risk avoided
+100K
agents served
+1M
beneficiaries served
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