Success Stories

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What we achieved

Accelerated
customer issue resolution
Proactively
detected user friction
Unified
cross-departmental teams

To who

Industry Healthcare
Products: HCL Discover+
Region North America

Overview

Part 1
Challenge

The healthcare enterprise lacked a behavioral context behind technical errors. Unable to see user struggles; teams prioritized loud complaints over issues impacting the digital experience.
Part 2
Solution

Integrating HCL Discover+ with Splunk enabled the organization to identify technical data impacting real user behavior, revealing friction points and prioritizing impactful fixes to the digital journey.
Part 3
Results

With experience analytics insights, the healthcare enterprise achieved faster issue resolution, enabled proactive problem detection, and fostered cross-departmental alignment around a shared view of user experiences.

The Challenge

Introduction

A Fortune 50 enterprise healthcare company needed to understand how customers and brokers experienced its online portal. The organization used a Splunk data lake to monitor digital activity, but this system lacked a crucial element: visibility into the root causes of user struggles. Technical logs could show that an issue occurred, but they failed to reveal the actual user experience, such as forms failing to submit or repeated clicks yielding no response. By integrating HCL Discover+, the company connected its technical data with real user behavior. This shift allowed IT, UX, customer service, and marketing teams to move from reactive issue management to a clear, complete view of the digital experience.

The Challenges

The healthcare provider faced a significant context gap. Digital systems generated massive amounts of technical data, tracking system events and errors. However, the behavioral context needed to understand the human experience behind those signals was missing. Teams knew when a problem happened, but they could not see where customers and brokers struggled or why the issue occurred. Without knowing which problems mattered most, teams frequently prioritized the loudest complaints or the highest volume of system alerts, rather than focusing on the issues that had the greatest impact on customers.

The Solution

To close this context gap, the organization implemented HCL Discover+ to capture essential customer experience data. The platform tracks clicks, pauses, abandonment, repeated attempts, and other signs of customer frustration that do not exist in standard technical logs. The company integrated this real-time technical and real-user behavioral data directly into Splunk, creating a complete view of system activity and user experience.

Teams can now connect technical events to what users encounter in the moment. This reveals exact points of friction and shows how they interfere with key customer journeys. Using a Magnitude of Struggle framework, the organization quantifies the number of users affected by specific interface challenges and assesses the associated costs in terms of time and conversions. This approach ensures teams address the most impactful issues first.

The Results

Integrating behavioral insights into digital operations transformed how the organization identifies and resolves customer issues:

Efficient Support: Customer service and broker support teams use session replay daily to see exactly what users experience on the portal. Instead of relying on verbal descriptions, support staff view the actual session, understand the problem, and resolve more issues on the first call.
Proactive Problem Solving: Teams introduced alerts based on signs of frustration, such as repeated failed attempts or task abandonment. This allows them to spot and address issues in real time, preventing customers from overwhelming the call center.
Cross-Departmental Alignment: Marketing, IT, UX, and support teams now work from the same behavioral data. Instead of relying on isolated reports, they share a unified view of the customer experience and prioritize improvements together.

Moving Forward

Technical systems excel at detecting when something breaks, but understanding the human experience behind those signals allows organizations to truly improve digital journeys. By adding behavioral insight to its analytics environment, this healthcare enterprise gained the visibility needed to see problems through the eyes of its users. With clear context, teams now move beyond reacting to alerts and focus on delivering smooth, reliable digital experiences where it matters most. Explore HCL Discover+ to connect technical data with real user behavior and resolve friction in your own digital journeys.

About the company

A major U.S.-based diversified health services company serving tens of millions of customers globally. The organization provides integrated solutions spanning benefits administration, care navigation, pharmacy services, and behavioral health, supporting employers, government clients, health plans, and individual consumers in managing costs and improving health outcomes.