How Providence achieves secure, impactful experimentation with Kameleoon

Providence is a major healthcare provider in the western United States. They: 

• Operate over fifty hospitals and 1,000 clinics
• Employ over 100,000 healthcare professionals
• Support millions of patients in journeys to improve health and wellbeing

An easy, frictionless digital journey can be the difference between a patient receiving timely care and a dangerous delay that leads to a worsened condition and more pain for the patient.

Through experimentation, personalization, and data warehouse integrations, Kameleoon supports Providence in easing patient journeys. The tests they run identify moments of friction and remove them, while keeping patient data fully secure. 
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“It's one thing if you're frustrated trying to renew your tabs online or get a driver's licence passport or even buy a t-shirt, but if you're feeling unwell, it's a tough time to be going through a bad digital experience—or if you're trying to take care of someone you love and you want to just put your fist through the screen because it's just a difficult process.”

—Peter Ernst, Senior Optimization Manager US, Providence
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Compassion is at the heart of Providence’s mission. In order to support it, Kameleoon needed to deliver three key features.

1. HIPAA compliance & BAAs

Ethically and legally, Providence has a responsibility to protect their patients’ data. Data security was of paramount importance; they could not work with any platform that couldn’t guarantee it.

Fortunately, Kameleoon is fully HIPAA-compliant and can guarantee that security. To protect their patients, Providence can use the following Kameleoon security features:

• Password expiry rules
• Secure data transfers
• Automatic logouts
• Business associate agreements (BAAs)
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“HIPAA compliance was critical for us as we were looking for our tools and it was great. The Kameleoon helped us not only with HIPAA, but also was willing to sign BAAs, so that was a really critical first step in getting this rolling."

—Peter Ernst, Senior Optimization Manager US, Providence

2. Client-side and server-side capabilities

To provide the best possible patient experience, experimentation has to work on the client side and server side. 

This means Ernst and his team can work independently to identify friction points and test potential improvements without needing to pull developers away from other projects.

But it also means that those developers have the freedom to text complex changes that can fundamentally improve the user experience on Providence’s digital platforms.
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“Client-side is awesome. … I can execute many, many client-side experiments without heavy involvement from [developers]. But in some cases, things like algorithmic changes to search engines—like internal search engines on our site, provider search, location, search site search—you can't really execute well or execute quickly client-side. So there's been some things that we've really wanted to have the ability to release server-side.”

—Peter Ernst, Senior Optimization Manager US, Providence

3. Stack integrations with Adobe and Tealium

“Kameleoon is our experimentation platform. Adobe is what we use for web analytics. Those integrate well. We drive a lot of things from our own CDP via Tealium into Kameleoon through an integration.”

—Peter Ernst, Senior Optimization Manager US, Providence

Properly processing data demands many moving parts. As a healthcare platform, Providence has to make sure all of its data warehouses and analytics tools are HIPAA-compliant and provide the requisite level of security. 

So it wasn’t just that Kameleoon itself needs to be secure, but that it has to integrate with other secure platforms. In this case, Providence uses Adobe and Tealium, and uses a secure customer data platform. Fortunately, Kameleoon can integrate with all of them, making data transfer and analysis simple and secure.

Securing the future of experimentation in healthcare

Providence is using Kameleoon to build a scalable experimentation program that respects patient privacy and supports caregiver compassion while improving access to care for millions in the United States. 

For healthcare organizations like Providence, who want to evolve from static digital journeys to responsive, optimized patient experiences, Kameleoon offers everything: HIPAA compliance, AI-powered experimentation, and a platform that works for all teams.

You can learn more about Providence's experience with Kameleoon in our webinar with Peter Ernst.