>>from around the globe. It's the cue with digital coverage of out systems. Next Step 2020 brought to you by Out Systems. I am stupid, man. And this is the Cubes coverage of out systems. Next step 2020. And we've love when we get to be able to talk to the practitioners when we come to these events and happy to welcome to the program first time dress. Bruce Bottles. He is the digital channels director at Humana. Give a presentation this year. Also last year. The physical event. Bruce, thank you so much for joining us. Great having on the Cube >>A stew. Thanks so much for having me. It's pleasure to be here. >>All right. So Bruce Humana, a company that most people probably are familiar, you know, health care, of course, super important in general. And even more so in 2020. But if you could just set up for us a little bit, how should we think of Humana these days, your role inside the organisation on? Then we'll get into the discussion from there. >>Yeah, it's a great point, you know, because Humana is and has been going through a pretty significant transformation and one of the big reasons why I joined human about 2.5 years ago was this goal to go from Justin Insurance Company to really a full service healthcare company. So to now, now we're really bridging the gateway where we're almost half of our staff are caregivers are doctors and nurses and clinicians and the other half of us kind of run the business. Eso My role is digital channels, as you would expect, leading up efforts across humana dot com Our mobile APS go through 65 other fitness and, well, this APS as well as pharmacy business. So, uh, good question. >>Awesome. First, I tell you, one of the my favorite conversations over the last few years has been that discussion, you know, digital transformation. It was a buzzword. It gets a little bit overused. But from our standpoint, the companies that are doing it, you know, data is centrally important. We understand what we're doing. We're leveraging modern technologies and worms out there. Can you bring us back a little bit? You know, 2.5 years ago, I'm sure you're rapidly going through a whole bunch of changes, but you know what's the mandate? What are some of the key important pieces along that journey? >>Yeah, that's a great point, because I I do think digital transformation, unfortunately, is a little bit over used and, like most technology waves can be hyped. Um, you know, But the reality is for us, a Humana is that you are heart truly desires to reach our customers, and new and better ways is to meet their needs. Not only that, we know they have today, but the anticipation forecast what those needs are gonna be tomorrow and start building those solutions today for what we know they're gonna need in the near future. So what are the challenges that I saw when I came to the company a couple years ago Was just the quality in the speed and ability to react to new opportunities and unforeseen circumstances and challenges Is that ability to move fairly quickly. To me, that's one of the keys of digital transformation. Is that out? The speed and quality? >>Well, you know, Bruce absolutely. You know, in 2020 hit, the commentary we had is those those companies that have already gone down this journey, as you say, agility. Big able to react really fast, are happy that they done it in anybody that hadn't gone really started down or gone fast were like, Oh, my gosh, I need to get there fast because obviously, 2020 brought a lot of new challenges in place. I want to hold off one minute longer before talking about the specific 2020 challenges because you've got a great story there, but out system says you've been a partner with them. You spoke last year. Conference. What do you bring us back as to how they first got involved? And, you know, what was the plan? Uh, pre 2020? >>Yeah. So it's my journey has been interesting. I've been part of our systems for about six years now, actually. And ah, one of the reasons I came to Humana was the opportunity to introduce the company to a new way to this low code concept. Had used out systems to start a couple of companies prior to Humana and, ah, about 18 months ago, we actually signed the first contract at human of without systems. So you know what? We really are joined Now, is this new opportunity to move quickly to build things differently and to respond Those Like I said, those opportunities that were neighborhood didn't have before. So that's my journey without system that didn't start with Humana. But, ah, I have really enjoyed working with them over the last six years. >>Well, is, you said that ability react fast is something that's been the promise of, but forms clouds and the like wealth. 2020 20. You need to react fast. So, uh, enough set up, I guess. Why don't you tell us how cove in 19 the impact what you you and your team needed to do to kind of move fast and get toe what the internal as well as external customers we're going to need. >>Yeah, thanks for the intro up. You know it really? Let me take it back just a little bit to 2019. So in 2019 we realized that one of our top five interactions that our customers do is they come to our websites and are perhaps looking for a doctor. Uh, we're looking for a hospital or clinic or a pharmacy. And I, doctor, a dentist, etcetera. It's one of the top five interactions on our site. And what we realized is that it was a very disjointed experience. It had been grown up over years. Not uncommon to most. You have Fortune 50 companies. Ah, it was a silo. If you wanted to find a medical doctor, it was different than if you wanted to find a vision, doctor. And it was different if you wanted to find a pharmacy, etcetera s. So not only was it a different experience for customers, but there were different technical solutions. And the cost of maintaining this disparate solutions was really prohibitive to us. Innovating. So I set forth the strategy. Since I was the business owner of one of these, this capability of a dot finding a doctor. I said the roadmap and said we're going to unify them all. So that was our original challenges. To unify all of these fighters into a single provider finder. Well, that was going great. And write about the end of February. We had pharmacy Finder was the first one and then covert hit in March. And thank goodness it did, because hit then because we were ready to respond to one of the most important things our customers asked for And that is help me find a place to get a covert 19 test. We had a giant spreadsheet that the call center was trying to maintain and manage an answer those calls as they would come in and say, Hey, help me find a location to get a test. Well, if you know anything about covert testing, it changes constantly. The testing locations change constantly the type of test they have, the supplies that they have the hours of operations. So it was a daunting task, to say the least. So that's when I stood up and said, Hey, can we volunteer? Can we gather a bunch of volunteers to quickly build some solutions that will help not only the call center, but help our customers serve themselves? So that's really where this Cove in 19 test location came from. It was is out of the genesis of what we had started doing on the provider finder space. >>Yeah, I'm curious. Bruce, I know you gave a presentation here at the event, kind of walk through what you had, Bill. But if you were to look at it, how long did it take to build the covert test? finder, and you've got lots of experience without systems. If you had not already started on this back in 2019 if you had just said OK, I've got a spreadsheet I need to bring in a technology. If I started from scratch, how much longer do you think it would have taken for your team to be able to react? Oh, deploy this new solution. >>That's a great question. In one of the key victories I think we had is you, Honestly, the first challenge that he rented the spreadsheet. We solved that spreadsheet problem in a weekend. So I pulled together some volunteers. I was one of them, and we actually built the replacement for the spread she in a weekend, so that was pretty astounding. That s so the call center was grateful for that, and they quickly had a very unique solution there. But that was really just the touching point where we then took it to is building on top of this unified provider finder. We said, Well, you know, the covert night be testing locations are it s as just in assessments, just another type of provider. So with that perspective, we started building a full back office suite where we had a team of 30 to 40 analysts constant locally, looking across the United States, invalidating testing, location, information, hours of operation, calling them, making sure that they're accurate and then importing all the information into the centralized database that was out systems. Um, and then we quickly were able to build a customer experience where they could. Self search customers could go out there, do a search finding, assessing location themselves, I'd say time wide. We spent about a month building the back office and then deploying out the first version to our customers as well. Very, very rapid, very high quality. On what we've taken it further even since that first month, we're just now actually building it into and integrating it with, ah, health bought that we have developed in parallel separately. Um, but it's just illustrates the agility that we've had the flexibility to be able to take a solution that started out as hey, I want to find a doctor to quickly morphed to help me find a test location for Cove in 19. >>Yeah, it's amazing. Burst. I think back in my career, you know, very early in my career how long it would take to, you know, build the schema, build out a database and populate all the data on how many interference you need to do that to the websites to Now that that that modern app deployment 30 days, you know, that's phenomenal. From kind of full end to end. Obviously you still have some Resource is keeping things up to date. Did you have a rough swag? If you didn't hadn't already been using out systems, would this have been, you know, 23 months or is getting from from the ground up? How long does that take? >>Yeah, good question. You know, overall. Ah, eso Short answer is probably what it took us about four months using traditional methods eso instead of four months, about a month. And that's pretty consistent. What is what we have seen with all of the apse that we've built so far? Without systems, we're seeing about four times the value. I like to say four x value in that being, you know, a quarter of the cost a quarter of the time and we typically will over deliver on scope. It's not too often you can say that, you know, we made it, you know, on budget on time. But we over to alert scope. But but generally speaking, we're seeing about four x value. And I would just say coincidentally, when I was doing the startups I mentioned earlier, I would see up to 10 x value compared to traditional hand coating and large development teams in the start up environment. So smaller companies, I think, should expect to see even better than forex. >>Well, that's great. For since you have such a long history without systems, I'd love to get your take on some of the enhancements is you look at it. It's not just a platform, but they're helping give guidance to build faster. There's really, you know, ai being built in. You know, what have you seen over the years? What's exciting you these days? Anything else that you're kind of asking for, that maybe we should be looking for down on the road map. >>You know, that's one of the greatest things I really enjoy about the ancestors. Partnership is their level of investment in the platform, and they're like like I'm constantly trying to think forward in health care. What of our customers going to need tomorrow. Out Systems is doing the same saying, Hey, what is Bruce going to need to drive his digital business forward in the future? So two big things really come to mind. Number one is mobile. When Version 10 was launched, uh, I started on version nine when versus Ted would launch. It was it was lights out when it came to Mobile. It was an absolute game changer. For the first time, I didn't have to have a large IOS and Android team and a Web team and a back office team so typical I'd have four different teams when the specialties I didn't need that anymore. We could do full stack now with just about any of any developer, so that was huge. The second huge innovation is, I would say the AI you mentioned is that now that the new, um, developer productivity that you see embedded in the app suggestions the it's almost like the platform anticipates what developers need next in their daily tasks. Eso I know that's been a big help. Um, and I think the last thing that I'm looking forward to, that I know they're working on feverishly is really bringing it mawr to even a wider audience of citizen developers. So, designers, we've got a few use cases where our marketing team has worked with us in some of their marketers and designers that aren't developers at all sauce building things. And they said, Hey, you know, after the first couple of APS they designed with us, they said, I I think we can do this ourselves for some basic things. So they did. They started building some basic things. I'm really looking forward to that push out to or, you know, more business folks even further than what they had done before. >>Yeah, but persists. Such a good point. Something I've seen in the serverless community, really enabling, Aziz said. Back in the early days, it was programming you wrote lines of code coding was you pulled pieces. The discussion of low code is trying to make it even simpler and with more modern platform for more about on tools. As you said it tous ip eight things you don't need to You can even have that citizens developer, as you said, go out there. So, uh, first want to give you the final word just you know, Valuev. Seen you've been part of the out systems events in the past. What do you enjoy talking your peers about sharing your story? What? One of the things that you want to make Sure that people, if they're coming to virtual on, maybe it's their first time understand about shows like next step. >>Yeah, next step is just a fantastic event. It's like I always said it. I'm a calendar, never miss it. Disappointed, won't be ableto sit and have a meal with some of the folks in person, but we'll get through it next year. But no, I I'd say you know the sessions. Of course. You know my session. I was excited to share more detail. Ah, on how we went about creating this cove in 19 in this universal finder. So there's tons and tons and tons of sessions just like those great get great insights. Ah, and to make new contacts as well. So I would encourage folks to, you know, pick me up on Twitter, picked up on lengthen ah, and others and, you know, network, because when it comes down to it, we're all innovators, and we're all trying to solve the needs of the communities that we serve. And I believe we're better together. So thanks for having to have me >>Well, person, but we love being able to share those stories. Thank you so much for what you were able to do. Such a valuable, important thing that the community as a whole. And thank you for sharing your story on the Cube. >>Great. Thanks again for having me. Thanks to >>stay with us for watch more coverage from out systems. Next step is to Milliman, and thank you for watching the Cube.