Health Plan Salesforce Personalization Delivery Model

Controlled preview

Health Plan Personalization

Implementation overview for authenticated member and service experiences.

A focused 9-week launch path to replace legacy decisioning with a scalable Salesforce Personalization foundation for authenticated member and service workflows.

Explore the 9-week plan Review scope
Duration
9 weeks
Delivery model
Fixed-scope launch
Live use cases
1-2
MVP channels
Member Portal + Service Desktop

Our understanding

Modern real-time decisioning for authenticated experiences.

The health plan retired a legacy decision engine and needs a scalable replacement for Member Portal and Service Desktop, with a flexible path to public AEM sites and Marketing Cloud outbound.

Selected outcome

First-party data activation

Use Data Cloud as the audience and signal foundation, combining offline sources with web and visitor behavior so personalization decisions can use client-owned data.

Primary focus
Data Cloud, visitor signals, offline sources
Launch result
A reusable data foundation for portal, service, and later outbound channels.

Delivery posture

Early wins, progressive layering

Foundation

Data Cloud + Salesforce Personalization

Future path

Outbound, AEM, CJA, and expanded channels

Approach

A practical launch path and ownership model.

Select a pillar to see the proposed deliverable and how it supports later phases.

Architectural Guidance & Solution Design

Establish a flexible, extensible foundation that supports MVP channels today and scales to future channels without rearchitecting.

Key deliverable
Solution Design Brief, API / Integration Patterns.
Future foundation
Architecture designed to incorporate AEM public site, Marketing Cloud prospect BU, and Adobe CJA integration when ready.

Design, deliver, enable

A 9-week launch plan with measurable handoff.

The engagement moves from scope alignment and architecture into configuration, use case development, testing, documentation, and train-the-trainer enablement.

Design

Weeks 1-2

Align stakeholders on the MVP and confirm the real-time decisioning foundation before implementation starts.

Scope, architecture, data, and enablement planning

Activities

  • Conduct workshops to align on scope and prioritize MVP use cases.
  • Define the target architecture for real-time decisioning.
  • Validate the data and identity foundation.
  • Confirm the item and catalog graph approach.
  • Develop the training and enablement plan.

Outputs

  • Implementation blueprint and prioritized backlog.
  • Architecture and integration direction for MVP channels.
  • Validated dependency path for Data Cloud, identity, and catalog work.
  • Enablement plan ready to carry into delivery.

Use case shape

The MVP centers on authenticated personalization and reusable patterns.

The solution connects data, decisioning, and the active experience surface without over-building the first release.

Data Cloud

Collects and organizes audience, identity, offline source, and behavior signals for decisioning.

Salesforce Personalization

Evaluates segments, item graph context, recommenders, and decision logic for the MVP tactics.

Experience channels

Activates the selected decisions in Member Portal and Service Desktop, with patterns ready for future channels.

Member Portal

Authenticated member portal decisions

Instrument portal behavior and activate Data Cloud audiences through Salesforce Personalization decision points for member experiences.

Service Desktop

Contact center guided actions

Use the same foundation to support service moments where CSRs need timely, context-aware recommendations.

Future expansion

Outbound and public-site path

Extend patterns to AEM public sites, Marketing Cloud outbound, and richer analytics when those channels are ready.

Scope clarity

The engagement is focused enough to launch and specific enough to govern.

Use the tabs to separate deliverables, assumptions, and exclusions without losing the complete engagement picture.

Total deliverables summary

Strategy & PlanningImplementation Blueprint & Prioritized Backlog
ArchitectureIntegration & Architecture Artifacts, including APIs, Data Graphs, and Item Catalog Mapping
ImplementationUp to 4 Personalization Points, 2 Recommenders, and 6 Personalization Decisions
Data3 Audience Segments, Data Graph Definitions, and Instrumentation Checklist
Use Cases1-2 live use cases across member portal and contact center
AnalyticsExperimentation & Attribution Setup, Dashboards, and Measurement Plan per Tactic
GovernanceBest practice recommendations on governance and operating models
EnablementUp to 2 Training Sessions, 1 Quick Reference Guide, and Knowledge Transfer Materials

Timeline and proposed team

Designed to deliver measurable outcomes within 90 days of launch.

The team combines full-time Salesforce Personalization delivery roles with fractional leadership and part-time subject matter advisors across Data Cloud, Adobe, enterprise architecture, and integration.

Role Allocation
Salesforce Personalization Solution Architect Full-time
Salesforce Personalization Developer Full-time
Solution Owner Full-time
Subject Matter Advisors Part-time
Account Leadership Fractional
Duration 9 weeks
Travel To be determined based on travel needs

Delivery assumptions are summarized for controlled preview. Final scope, assumptions, and travel treatment should remain governed by the approved engagement documentation.