From Legacy Systems to Market Leader

In just two years, a 70-year-old health insurance provider transformed from a traditional operation into a digital innovation leader. The numbers tell part of the story:

• 325% increase in feature delivery velocity
• 50% increase in mobile app engagement
• 79% reduction in login errors
• 200+ monthly user tests implemented
• Zero to cloud-native infrastructure

When Blue Cross of Idaho approached Vynyl, they weren't just facing technical challenges – they were at a crucial turning point. Their digital infrastructure reflected decades of piecemeal evolution, with over 40 disparate integrations spanning their platforms and 15 siloed departments struggling to serve 22 distinct user personas. The absence of modern development practices and user research capabilities wasn't just a technical limitation – it was actively preventing the organization from meeting modern customer expectations.

Rather than following the traditional consulting playbook of large teams and lengthy analysis phases, we deployed a focused team of product strategists and engineers who could bridge the gap between business needs and technical reality. Our first mission wasn't to rebuild – it was to understand. Through extensive stakeholder interviews and user research across Idaho, we uncovered not just technical debt, but organizational patterns that needed to change.

We began by establishing the organization's first user research practice and creating cross-functional Product Councils. These foundational changes were supported by the implementation of design thinking workshops and the development of a comprehensive CX playbook that would guide future innovation.

One of the most visible demonstrations of the transformation was the development and launch of a new member-facing mobile application. This project showcased how our new approaches to product development could deliver real market impact. The journey began with extensive user research across member segments, followed by detailed journey mapping and service blueprinting that aligned stakeholders around a shared vision.

The technical execution leveraged modern cloud infrastructure and robust analytics, supported by a reusable component library that would accelerate future development. Through automated testing and deployment pipelines, we were able to rapidly iterate based on user feedback.

The resulting app set new standards in the market. Members gained intuitive care finder capabilities with accurate network data, quick access to ID cards, including dependents, and comprehensive claims viewing. Advanced analytics capabilities enabled continuous improvement based on real user behavior.

Beyond specific product launches, we helped establish new organizational capabilities that would enable continued innovation. The technical foundation was transformed through modern cloud infrastructure, DevOps practices, and a comprehensive design system. These technical improvements were matched by organizational evolution: a dedicated product management team, mature user research practice, and data-driven decision-making processes.

Technical Foundation:

• Modern cloud infrastructure
• DevOps practices and continuous deployment
• APIs and microservices architecture
• Comprehensive design system
  

Organizational Capabilities:

• Dedicated product management team
• User research practice conducting 200+ monthly tests
• Data-driven decision-making processes
• Cross-functional collaboration frameworks

The transformation delivered clear results across multiple dimensions:

For Customers:

• Streamlined digital experiences across web and mobile
• Rapid access to health information and services
• Reduced error rates and improved satisfaction
• Modern, intuitive interfaces
  
  For the Business:
• 325% increase in feature delivery velocity
• 50% increase in mobile engagement
• 79% reduction in login errors
• Significant improvement in app store ratings

Today, this transformation serves as a model for digital evolution in healthcare. The organization has moved from playing catch-up to setting standards for digital experience in their market. Their ability to rapidly test and deploy new features, combined with their robust technical foundation, has positioned them as a digital leader in their region.

The true measure of success isn't just in the metrics – it's in the organization's newfound ability to innovate continuously and respond rapidly to market opportunities. With modern technology, skilled teams, and mature processes in place, they're well-positioned to lead in the digital healthcare space for years to come.