The Challenge

A well-known Managed Care company was considering adding a rewards program to stimulate positive health-related behaviors among its patients.

Management needed to:

Explore the experiences and attitudes of healthcare consumers toward rewards programs.

Capture what worked and is attractive in a rewards program resulting in increased brand loyalty.

Evaluate the potential structure and features of a wellness rewards program concept that had been recently designed by the company.

The Findings

The research identified the following:

There was a strong preference for immediate gratification through cash back rewards and healthcare-related discounts.

Participants were receptive to earning points toward rewards if redemption provided items or experiences which the individual found valuable.

Participants expected a clear explanation of the rewards program’s rules, no cost for participation, and rewards that do not expire quickly.

Preference for regular rewards with reasonable thresholds rather than requiring the accumulation of a large number of points to obtain a single high value reward.

Participants expressed a preference for personalized rewards, while recognizing the potential loss of privacy that can accompany such program designs.

The Solution

The Olinger Group conducted a comprehensive qualitative research program consisting of s series of IDIs and focus groups to examine the appeal and potential behavioral impact of various types of wellness rewards. The study focused on patients with no history of serious illness as well as those currently under care for a significant health condition.

The Outcome

Research results provided by The Olinger Group enabled the company to restructure its online app to integrate the new wellness rewards program concept, incorporating suggestions directly from healthcare consumers.

Adoption of the new program structure produced a boost in measurable wellness behaviors among healthcare consumers, including an increase in wellness visits driven by the new rewards program.

All Our Case Studies

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Diabetes Support Program

Based on findings the company was able to optimize the features and benefits being offered. The program was re-developed to be more customized to help patients manage medication, diet effectively, and maintain positive behaviors while living with diabetes.

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Health and Wellness Rewards Program

Research results provided by The Olinger Group enabled the company to restructure its online app to integrate the new wellness rewards program concept, incorporating suggestions directly from healthcare consumers.

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Luxury Shopping Center

The research revealed that the shopping center is viewed as a destination and social hub based on its wide variety of stores and restaurants. While locals identified several pain points, such as a lack of sufficient parking and poor customer service in the high-end stores, participants found no urgent need for major structural improvements.

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Porcelanosa Annual Sale

After digging deeper to get the customers’ point of view, it was uncovered that awareness of the annual sale was strong among customers and prospects, driven by Porcelanosa’s targeted mail-based advertising campaign conducted in the weeks prior to the sale.

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Luxury Hotel

Research revealed their current advertising featuring families was keeping adult and business travelers away. The hotel concluded that focusing on messaging that is more adult-oriented and business oriented would allow them to raise their average daily rate.

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Hotel del Coronado

After incorporating The Olinger Group’s research findings into its marketing strategy, including adding new design features into the construction plans, the resort was able to completely sellout its inventory of 75 oceanfront luxury units, priced between $1.3MM and $5.2MM per unit, in just five weeks, well before construction was completed.

Let’s Make Things Happen

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The Olinger Group


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