3 Customer Experience Strategy Lessons in Healthcare.gov by Woody Bendle

Healthcare.gov's launch provides three key customer experience management (CEM) lessons that should not be overlooked. The first lesson is that peak demand should never be underestimated. It's important to understand the possible maximum peak demand and to plan accordingly. The second lesson is to never go live without stress-testing peak demand. Healthcare.gov crashed immediately upon launch indicating that the team could not have performed stress testing anywhere near possible peak demand levels. And finally, always have backup plans for worst-case scenarios. Horrible customer experiences are tough to recover from successfully so planning for them can help one proactively minimize (and possibly even recover from) the damage done.