Elevating in-house expertise with specialized executive healthcare product knowledge and innovative, proprietary AI-driven CX process to define business drivers and boost payer portal execution.
Conducted discovery, prioritization, and roadmap milestones so Exact Sciences (now Abbott) stakeholders could accelerate a critical initiative for internal leadership and customer base.
The work was anchored to an internal and external user lens: stakeholder interviews, in-depth research review, and real workflow documentation drove every decision for what the Payer Portal should actually do for payers and internal teams.
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.
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 (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.
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Zihui Kazmierski
Senior Director, Digital Products & CX
Exact Sciences
Exact Sciences (now Abbott) needed to define a clear, research-driven strategy for a new-to-market product. Unlike an optimization project with a prior product to learn from, this effort started without a baseline, making it critical to quickly align cross-functional stakeholders around scope, feasibility, and bandwidth realities before any meaningful product direction could take shape. Teams were already stretched across multiple strategic initiatives, which meant any new work had to be tightly prioritized, de-risked, and grounded in shared evidence rather than individual interpretations.
Reducing friction in the payer journey so access to real-time member insights within their diagnostic process is never delayed.
80% of health outcomes are driven by non-clinical factors, but many payers still lack a full view of member risk
Payers lacked a clear, at-a-glance view of screening status across their member populations, making it harder to see who was due, overdue, or in progress and to act on those insights at the right moment in the diagnostic process.
5 million Advantage and Part D plans lost for AEP 2026
Critical workflows depended on email, spreadsheets, and person-specific workarounds, overextending teams, slowing decisions, and creating variability in how member insights informed payer decisions.
90% of U.S. health plans use HEDIS measures to evaluate performance, making gap closure a near-universal quality imperative
To help payers close care gaps more effectively, Exact Sciences (now Abbott) needed a research-driven strategy for a new-to-market experience that surfaces key resulting insights, supports timely actions, and aligns with HEDIS and Stars quality goals.
Exact Sciences (now Abbott) engaged Oliven Labs to bring specialized executive healthcare product expertise and focus to a critical initiative. Grounded in human-centered UX strategy and deep healthcare product experience, the team rapidly synthesized a broad landscape of inputs, drove alignment across a cross-functional stakeholder group, and established the strategic and experiential foundation for a new-to-market product, translating complex payer workflows into an intuitive experience that reduces friction, clarifies status, and better aligns payer decisions with HEDIS and Stars performance goals.
The signature output was a proprietary, AI-driven interactive CX journey map, purpose-built to give cross-functional teams a shared, dynamic foundation for decisions and product direction.
Continuous, real-time data engagement is replacing the annual reporting cadence, and delivering measurably better gap closure outcomes at a scale that retrospective approaches simply can't match.
Plans that fall behind on digital access and gap closure aren't just underperforming, they're actively eroding the member trust that retention and growth depend on.
Visualizing hidden dependencies across clinical data, operational workflows, and technology surfaces the conflicts that quietly undermine delivery, and is the only way to de-risk a product built at their intersection.
The return on gap closure is quantifiable, making it one of the few quality initiatives a plan can model as a direct financial investment rather than a cost of compliance.
This partnership advanced the Payer Portal initiative from early exploration to aligned execution, giving cross-functional leadership shared clarity, realistic scope, and greater confidence in decision-making. With a common, evidence-based view of the problem space, teams converged on priorities faster, with fewer iterative cycles and less rework.
The resulting roadmap and interactive CX journey map now serve as the shared reference points for prioritization and planning, replacing fragmented inputs with a single, trusted foundation for ongoing decisions.
Building on that foundation, the engagement is evolving into delivery planning and prototyping, with Oliven Labs supporting Exact Sciences (now Abbott) in translating the roadmap into an executable plan and a validated, payer-ready experience. This de-risks delivery, strengthens leadership confidence in payer portal investments, and creates a repeatable model for future digital initiatives.
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