mckinsey-以人工智能赋能、以人为本的医疗服务重塑消费者信心 Healing consumer confidence through AI-powered,human-centered healthcare

February2026

Mcsey

&company

HealthcarePractice

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare

Restoringconsumertruststartswithdeliveringonthebrand—howhealthcareorganizationsshowupinternallyandexternally.ThoseusingAIwellenablemoreeffective,personal,andtransparenthealthcareandoutsizevalue.

byJennyCordinaandJessicaBuchter

withEricBochtlerandMarkLee

Healthcareisdeeplypersonalandyet,formillionsofUSresidents,itfeelsdistant,costly,andconfusing.Highcosts,limitedtransparency,unevencoverage,andfragmented

experienceshaveerodedconfidenceacrossgenerations.Inthe2025McKinseyConsumerHealthInsightsSurvey,aboutoneinthreeconsumerssaythehealthcareindustryperformsbelowtheirexpectations,andhalffeelitfailstomeetsociety’sneeds.Theresult:Trust,longstrained,isbreaking.

Forhealthcareorganizations,restoringtrustrequiresmorethanoperationalimprovement.

Instead,organizationsshouldintentionallydefinetheirbrandsandfulfilltheirbrandpromises

byofferingexperiences,products,andservicesthatconsumersgenuinelyneed,value,andcanafford.Everyhealthcareorganizationhasabrand,eitheroneitactivelyshapesoronethatis

shapedforitbyconsumerexperience.Brandreflectshowcrediblytheorganizationshowsupforconsumersandotherstakeholdersexternallyandhowitshowsupforitspeopleinternally.Neglectingbrandhaswidenedthetrustgap.

OrganizationsthatinvestintheirbrandarenowusingAItohelpdelivervalueatscale,makinginteractionsmorepersonal,responsive,andtransparent.Thisinturncanhelpclosethegap

betweenwhathealthcareorganizationsofferandwhatconsumersactuallyexperience.AIhasthepotentialtoenabledeeperinsightintoconsumerneedsandtotranslatethoseinsightsintopersonalizedexperiences.Notably,our2025ConsumerHealthInsightsSurveyshowsthat

consumerrespondentswhoengagewithAI-enabledhealthcaretoolsaremoresatisfiedwiththeindustrycomparedwithnonusers,underscoringAI’spotentialtostrengthentrust.

Thisarticleintegratesdatafromourresearch,includingadecadeofannualsurveys(see

sidebar,“Researchmethodology”),withourperspectivesforhowAIsolutionscanhelphealtrustinthehealthcareecosystem.Eventhoughcostandinsurancecoverageremaincriticalpainpointsforconsumers,thisarticlezeroesinontheroleAIcanplayinimprovingbrand,

experience,andultimatelyaccess,aswellaswheredigitalinnovationcantriggertangiblegainsatscale.

Researchmethodology

McKinseyhasbeenconductingresearchtohelphealthcareorganizationsunderstandtheneeds

andpreferencesofhealthcareconsumers,andthisarticlehighlightsresultsfromthe2025McKinseyConsumerHealthInsightsSurvey.Thesesurveyresultsaren’tmeanttoprovideacomprehensive

viewofallconsumers;they’remeanttocompileinsightsonconsumers’experiences,satisfaction

levels,expectations,andbrandperceptionsacrossthehealthcarejourneytoenablethehealthcareindustrytoimproveitsbrandperception.

The2025McKinseyConsumerHealthInsightsSurveywasconductedonlineandinthefieldfromMay13toMay21,2025,andgarnered3,034responsesfromconsumersrepresentingtheUS

populationaged18orolder.Allsurveyquestionswerebasedontheexperiencesoftheindividual.Allquestionswereoptionalforsurveyrespondents;therefore,thenumberofresponsesmayvarybyquestion.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare2

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare3

Whenbrandprioritiesmisswhatconsumersvaluemost

Manyhealthcareorganizationsunderdeliverontheirbrandpromisesnotbecausethey

aren’tmissionorientedbutbecausewhattheyemphasizeoftendivergesfromwhatconsumerstrulyvalue.

Forpayers,oursurveyof3,034USconsumersrevealsthatonlyafewattributesshapebrand

perceptionmeaningfully,andthesehigh-impactareasarewherepayerstendtounderperform.Ofthe12attributesmostimportanttobrand,1factorsrelatedtogoodinsurancecoverageandthesensethatthepayerprioritizesmembers’healthcarrythegreatestweightindetermining

overallbrandstrength.Yetthesearepreciselytheareaswherepayershavelowconsumer

perception2(Exhibit1).Whileconsumerstendtocreditpayersfordemonstratingscale

andofferinginnovativecare,thesefactorshavefarlessinfluenceonhowpayerbrandsare

ultimatelyperceived.Infact,payersunderperformonnineofthe12attributesthatmattermosttoconsumers.

Exhibit1

UShealthinsurers’brandfocusoftenfallsshortofconsumers’toppriorities,especiallyinensuringconfidenceincarecoverage.

Consumers’perception1ofandimportance²ofbrandattributes

Lessimportant,above-averageperformance

24

23

Lessimportant,below-averageperformance

4

Important,below-average performance

56

Perceptionof

brandattribute,1%ofsurveyed

consumerswhoagreewithbrandattribute

20

1234

70

60

50

40

30

6

5321

Important,above-averageperformance

22

21

20

15

19

13

16

17

14

10

8

11

7

12

9

18

Importancetobrandattribute,²%

Topbrandattribute

1Best-in-classcoverage

2Sta仟prioritizesmyhealth

3Caresaboutme

4Heargoodthingsinnews

5Bestplanforme

6Customerservice

7Prefertouseinthefuture

8Makesmefeelcomfortable

9Greatvalueformoney

10Accesstocareneeded

11Givesmeconfidence

12Exceptionalquality

13Supportsmyhealth

14Compellingadvertising

15O仟ersinnovativecare

16Itrustthem

17Rightchoiceforfamily

18Lowestcosts

19Moderntechnology

20Iscaring

21Informativewebsite

22Keepsdataprivate

23Afiliatedwithwell-

regardedorganizations

24Partofalarge

healthorganization

1Question:“For[payer],pleaseindicatehowmuchyouagreeordisagreewiththeattributesbelow(n=2,912).”Includesrespondentswhoselected“stronglyagree”or“agree.”

2DerivedimportancecalculatedusingJohnsonRelativeWeightsmethodologywithbrandperceptionasdependentvariable.

Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

1Attributesabovemedianimportance.

2Attributesbelowmedianperception.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare4

Providersarenotimmunefromthismisalignmenteither.Ofthe12attributesthataremost

important,factorsrelatedtovalueformoneyhavethegreatestimpact.Yetthisiswherehealthsystemssuffer(Exhibit2),withroughly60percentofconsumerrespondentssayingthathealthsystemsdonotmeettheircostexpectations.About10percentofahealthsystem’sbrand

strengthcanbeexplainedbycostperceptionsalone,ashareroughly35percenthigherthananyotherfactorinthesurvey.

3

Exhibit2

UShealthcareproviders’brandprioritiesoftenlackaconnectiontocostsofcare,whichconsumersvalueinadditiontoqualityofcare.

Consumers’perception1ofandimportance²ofbrandattributes

14

2017

16

15

1913

5

2418

23

Lessimportant,below-averageperformance

2

1

Important,below-average performance

30

234567

Perceptionof

brandattribute,1%ofsurveyed

consumerswhoagreewithbrandattribute

Lessimportant,above-averageperformance

Important,above-averageperformance

60

50

40

12

11

10

22

21

7

8

9

4

3

80

70

6

Topbrandattribute

1Lowestcosts

2Exceptionalquality

3Rightchoiceforfamily

4Moderntechnology

5Greatvalueformoney

6Supportsmyhealth

7Prefertouseinthefuture

8Customerservice

9Best-in-classhealthcare

10Givesmeconfidence

11Bestcareforme

12Itrustthem

13Sta仟prioritizesmyhealth

14Keepsdataprivate

15Caresaboutme

16Accesstocareneeded

17Makesmefeelcomfortable

18Heargoodthingsinnews

19Informativewebsite

20O仟ersinnovativecare

21Partofalargenetwork

22Iscaring

23Compellingadvertising

24Afiliatedwithwell-

regardedorganizations

Importancetobrandattribute,²%

1Question:“Forthe[provider],pleaseindicatehowmuchyouagreeordisagreewiththeattributesbelow(n=1,782).Includesrespondentswhoselected“stronglyagree”or“agree.”

2DerivedimportancecalculatedusingJohnsonRelativeWeightsmethodologywithbrandperceptionasdependentvariable.

Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025McKinsey&Company

3Calculatedbasedontheaverageimportanceofattributes“lowestcosts”and“greatvalueformoney”comparedwiththeaverageimportanceofothervariables.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare5

Unsurprisingly,costpressuresweighheavilyacrossincomelevels.Evenamonghouseholds

earning$150,000ormore,40percentofconsumerrespondentsreportslightorsevere

financialstrainfromhealthcarecosts,risingto50percentamongthoseearningunder

$50,000.Unexpectedexpensesareamajorsourceofdissatisfaction:Morethantwo-thirdsofconsumersinoursurveywhoreportseverefinancialimpactsaythatcostswerehigherthanexpectedandthattheydidnothaveaclearexplanationforthesecosts.Transparentpricing,better-alignedcoverage,andsupportinnavigatingtax-advantagedprogramscanallhelp

rebuildtrustbyaddressingthesepainpointshead-on.

Acrossconsumers,costandcoveragetogetheraccountfor75percentofthefactorsshapingconsumerperceptionsofhealthcarepayerandproviderbrands.Financialstraindoesn’tjustdamagebrandperception,italsoaffectshealthoutcomes.Only30percentofconsumersinoursurveysaytheyalwaysreceivethecaretheyneed,droppingto20percentamongGenZ.Amongthosewhodelayorforgothecaretheyneed,24percentcitelongwaittimesand22

percentcitecoveragegapsasbarriers.However,themostcommonlynotedbarrier,citedby37percent,isthecostofservicesormedications.

Yetthedataalsoshowthatstrongerperformanceisachievable(Exhibit3).

Onaverage,50percentofrespondentstooursurveysaytheyaresatisfiedorextremely

satisfiedwiththeirMedicareAdvantageplans,while35percentsaythesamefor

commercialplans.Academicmedicalcenters(AMCs)haveanevenhigheraveragepositiveresponserateof58percent.Thishighlightsthepotentialforstrongeralignmentbetweenvaluedeliveredandvalueperceived,whichcantranslateintomarkedlyhigherbrandtrustandloyalty.

Acrossconsumers,costand

coveragetogetheraccountfor

75percentofthefactorsshaping

consumerperceptionsofhealthcarepayerandproviderbrands.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare6

Exhibit3

MeetingorexceedingUShealthcareconsumers’expectationsiscorrelatedwithastrongbrand.

Customersatisfaction(CSAT)1versusconsumers’brandstrength²ratingformajorpayersandproviders

Commercialpayerlineofbusiness

Medicarepayerlineofbusiness

Medicaidpayerlineofbusiness

Healthsystemwithout

academicmedicalcenter

Healthsystemwith

academicmedicalcenter

2345678

Brandscore,²%

CSAT,1

%ofsurveyedconsumers

PayerProvider

medianmedian

80

70

60

50

40

30

20

10

0

FavorableCSAT

Note:Amultilineorganization(eg,commercialandMedicare)wouldhavemultipleplots,1perlineofbusiness.Plansandproviderswith>20evaluationsshown.

1Onascaleof1–10,howsatisfiedareyouwith[yourhealthplan/theprovideryousaw]?CSATisshownasrespondentsselecting9or10,where10isextremelysatisfiedand1isextremelydissatisfied.

²Onascaleof1–7,howmuchhas[yourhealthplan/theprovideryousaw]metormissedyourexpectationsregardingthefollowingaspects?Brandscoreisshownasrespondentsselectingexceedsexpectations,where1isabsolutelymissedexpectations,4isexactlymetexpectations,and7isabsolutelyexceedsexpectations.

Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

HarnessingAItoidentifyandaddresswhatmattersacrosspopulations

Understandingeachindividual’sdistinctneedsandthoseofthesubpopulationstheybelongtoisnolongeraspirational;it’sbecomingessentialtorestoringtrustacrossthehealthcareecosystem.Twoviewsillustratetheopportunity.Thefirstcentersonconsumerswhofeel

leftbehind—thosewhoexpressthemostfrustrationwiththehealthcareorganizations

theyengagewith.Thesecondfocusesonindividualswithdifferingclinicalneeds,whose

perceptionsandexperiencesvarywidelythroughouttheirhealthcarejourneys.AIcanhelp

identifythesenuances,connectsignalsthattraditionalanalyticsmiss,andinformmore

targetedstrategiestomeetpeoplewheretheyare,acrossallthedimensionsthatshapetheirexperienceovertheirentirehealthcarejourney.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare7

Populationsfeelingleftbehind

Oursurveyshowsthattheshareofhighlysatisfiedconsumershasdeclined,andtheshareof

thosewhoarelesssatisfiedhasgrown(Exhibit4).Thedropbetween2024and2025wasmoresubstantialthanpreviousyears(anaverageof+/-0.1or0.2),whichwebelieveislikelybecauseofacombinationoffactorssuchasongoingaffordabilityissuesandheightenedmediascrutinyandnegativepublicdiscourseabouttheindustry.

Exhibit4

SurveyedconsumersentimentofUShealthinsurersandhealthsystemshasdeclinedyearoveryear.

65

24

11

2024

(n=1,390)

28

24

2025

(n=3,034)

Highlysatisfied

Neutral

Lesssatisfied

Healthsystemsatisfaction,1%ofrespondents

+13

percentagepoints

47

Healthinsurersatisfaction,1%ofrespondents

40

31

28

2025

(n=3,034)

51

31

18

2024

(n=2,919)

Highlysatisfied

Neutral

Lesssatisfied

+10

percentagepoints

1Question:“Onascaleof1to10,howsatisfiedareyouoverallwith[healthinsurer]andtheprovideryousaw?Where1isextremelydissatisfiedand10isextremelysatisfied.”Respondentswhoratedtheirhealthinsureras1–6areshownaslesssatisfied.

Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

Tomakerealprogress,theindustrymustfocusonthepopulationswhofeelthatthesystem

consistentlyfailsthem.Ahigherproportionofhealthyconsumerssayhealthcarefallsshort

oftheirexpectationscomparedwithothers,as37percentreportthattheystruggletoaccesscarewhentheyneedit,accordingtooursurvey.Further,dissatisfactionismostpronouncedamongthosefacingsocial,financial,ormentalhealthchallenges;thosewhohavedifficulty

navigatingthesystem;andyoungerindividualswhoareworkingorseekingemployment.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare8

Clinicalsubpopulationsandtheircarejourneys

Lookingacrossclinicalsubpopulationsrevealsfurthervariation,asneedsandperceptions

shiftatdifferentpointsinthehealthcarejourney(Exhibit5).Forexample,pregnantwomeninoursurveyemphasizetheimportanceofhavingtherightinsurancecoverage,butmanysay

thattheystruggletoensurethattheirinsurancetrulymeetstheirneeds.Ontheotherhand,

consumersfocusedontheirwell-beingplacehighimportanceoncosttransparency,butmanyofthemexperiencefrustrationsduringthatportionoftheirjourney.

Exhibit5

Di仟erentconsumergroupshavevaryingexpectations,makingpersonalizinghealthcareexperiencesessential.

Levelofimportance1andsurveyedconsumers’

satisfaction,byclinicalneeds,²onconsumerjourney³

Expectationsexceeded,%ofrespondents

03050100

Levelofimportance

LowMedium

High

Pregnancy

Longitudinalneed

Complexpolychronic

Specialtytreatable

Primarycaretreatable

Well-being

Shoppingfor

Paying

Receiving

WellnessPharmacy

FindingReferrals

Claims

Searching

Paying

Lookingfor

Switching

insurance

premium

notices

care

forcostinfo

forcare

information

plans

1DerivedimportancecalculatedusingJohnsonRelativeWeightsmethodologywithoverallsatisfactionasdependentvariable.

²Formoreoncategoriesforclinicalneeds,seeMcKinsey'sCareCUBE.

³Includesrespondentswhoselected5–7onascaleof1–7,where1is“absolutelymissedmyexpectations,”4is“exactlymetmyexpectations,”and7is“absolutelyexceededmyexpectations.”Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025.

McKinsey&Company

Encouragingly,evidencesuggeststhatperceptioncanimprovewhentechnologyenhances

theexperience.AbiggershareofconsumerswhouseemergingAI-poweredhealthcaretools

4

saytheindustryexceedstheirexpectationscomparedwiththosewhodonot(54percent

comparedwith30percent),accordingtooursurvey.Likewise,thosewhoactivelyengagein

wellnessbehaviors—aseparatepopulationfromhealthyconsumers—showhighersatisfaction,with47percentreportingthattheindustryexceedstheirexpectationsversus30percentwhodonotprioritizewellness.Thesepatternssuggestthatwhenconsumersareempoweredin

theirjourneys—whetherthat’sbecausetheyfeelcomfortableusingAItoolsorareproactiveaboutwellness—theirperceptionofhealthcarebrandsmeasurablyimproves.

4AI-poweredhealthcaretoolsusedbysurveyedconsumersincludeemployingAItoscheduleappointmentsandgetmatchedwithaproviderand/orusingAIforamedicaldiagnosisandunderstandinghealthconditionsbetter.

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare9

AIasacatalystforpersonalization

TheriseofAIisunlockingnewstrategiesthatcanhelpimproveconsumerjourneysand

addresslong-standingpainpoints.Thesearenolongertheoreticalbutbeginningtobe

implementedandscaledinpractice.ThefollowingexamplesfromacrosstheindustryillustratehowAIisbeginningtoenhancekeymomentsalongtheconsumerhealthjourney(Exhibit6).

AI-supportedschedulingishelpingconsumersnavigatethecomplexitiesofgettingan

appointmentwithadoctor,withonesurveyrespondentnoting,“I’vebeenluckytofindagoodprimarycarephysician;however,it’snearimpossibletogetanappointment.”AIassistancehasthepotentialtoreducethefrictionsoffinding,scheduling,andmanagingappointments.Itcancraftmessagesinaconversationaltone,offerpersonalizedappointmentreminders,andhelpwithreschedulinginrealtime,whichcanreducewaittimesandmissedappointments.

Exhibit6

HealthcareorganizationsareintegratingAIagentswithschedulingplatformstosimplifyfindingcare.

Consumerinsights

45%ofsurveyedcon-

sumersarenothighly

satisfiedwiththeirdigitalappointmentschedulingexperiences(n=501)

2×asmanysurveyed

consumerswhocanceledormissedjust1

appointmentwerelikelytoswitchproviders

(n=2,985)

10×ROIachieved

90%+ofpatientsgaveacustomersatisfaction

(CSAT)scoreof9orabove

AIspursreal-time

personalizationof

patientremindersand

reschedulingasneeded90%+patientinquiries

handledbyAI

Schedulingthrough

omnichannel

conversationalAI

assistance

AIagentschedulingOutcomes

Source:2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025;2024McKinseyRetailHealthSurvey,5,026USconsumers,May–June2024

McKinsey&Company

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare10

AI-enabledsymptomcheckerscansupportimprovedcarenavigationbyreducingthe

confusionthatmanyconsumersassociatewithexistingchannels,withoneconsumer

respondentsaying,“Ifeelanxiouscallingorgettingonline,becauseIalwaysendupmore

confused.”Digitalsymptomassessmentscanhelpconsumersunderstandtheirhealthneedsandfindtherightcare.AIcanassistwithtriagingsymptoms,guidingconsumerstoappropriatecaresettings,andreducingunnecessaryvisitstohelppeoplefeelmoreconfidentand

informedearlyintheirjourney.

Exhibit6(continued)

Digitalsymptomassessmentshelpconsumersunderstandtheirhealthneedsandfindtherightcare.

Consumerinsights

50%+ofpatientslack

healthliteracytofindthe

appropriatecarefortheir

needs,leadingtoincreasedratesofemergency

departmentutilization

62%ofsurveyedconsum-ersreportthattheyalreadyseekcareonline,creatinganopportunitytorefine

e-triagesolutionswithenhancedAI-enabledlogicandrouting

Digitalsymptomassessment

Patientstakesymptom

assessmenton

provider’slocation-

enabledwebsite

Patientsreceiveassessment

reportsandcarefacility

suggestionsviaappor

providerwebsite

Outcomes

40%ofpatients

headingforemergency

departmentschooselessurgentcare

47%ofpatientsshiftawayfromsame-daycare

52%ofassessments

conductedoutsideclinichours

Source:BMCHealthServiceResearch,Sept2022;Solutiondeploymentata3.3million-patient,20+hospitalUShealthcaresystem,across410,000+assessmentscompleted;2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare11

AI-assistedmessagingcangivecareteamstheopportunitytoengagewithconsumersmoreefficientlybysupportingpersonalizedandtimelycommunicationwhilepreservingcareteamcapacity.Oneconsumerrespondentexplains,“Digitaltoolscanmakehealthcareaffordable,accessible,andfair;improvecommunication;supportpreventionandmentalhealth;and

protectprivacy.”Byprioritizingmessages,draftingresponseswithempathythatclinicianscanreview,androutingrequests,AIcanhelpensureconsumersreceivetimely,relevant

communicationwithoutoverwhelmingcareteams.

Exhibit6(continued)

ProvidersareintegratinggenAItomaintainpatientengagementbeyondthevisitandtoreduceclinicianworkload.

Consumerinsights

75%ofsurveyedconsum-ersconsideredchangingcareiftheirproviderwas

unavailablewhenneeded(n=492)

70–75electronichealthrecordinboxnotifica-

tionsonaverageperday

Personalized,empathetic

communicationthatmimicsclinicians’writingstyle

Clinicianscanreviewwhatis

draftedbygenAIbeforesend-ing,orbeginwithablankreply

TakesadvantageofgenAItodratpatientresponses

Focusedonpatient

messagesthatdon’t

requireclinicaldecision-making

AI-assistedmessaging

Outcomes

30secondssavedbyclinicianspermessage

1milliondrafts

generatedmonthly

100+healthsystemsuseAI-assistedmessaging

forphysicians,whoarealreadyoverburdened

Source:DanielR.Murphyetal.,“Theburdenofinboxnotificationsincommercialelectronichealthrecords,”JAMAInternalMedicine,Apr2016,Volume176,

Number4;AnnaCacciaglia,“GenAIsavesnursestimebydraftingresponsestopatientmessages,”EpicShare,Mar4,2024;HeatherLandi,“EpictoutsnewAIapplicationstostreamlinechartingandbringresearchinsightstothepointofcare,”FierceHealthcare,Aug21,2024;2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

HealingconsumerconfidencethroughAI-powered,human-centeredhealthcare12

AI-poweredwearableintegrationshavethepotentialtosparkmoreholistichealthcare

engagement,withoneconsumerrespondentpointingout,“Ilikehowthesystemisalllinkedtogethersoinformationcanbesharedmorereadilythanbefore.”Wearabledevicesuse

personalhealthdatatosupportreal-time,personalizedcare.AIcansynthesizecontinuousdatafrommultipledevicestosurfacemeaningfulinsights,flagrisksearlier,andtrigger

proactive,personalizedinterventions.

Exhibit6(continued)

IndustryleadersareusingAItosimplifychronicconditionmanagementbypairinganindividual’sbiometricdatawithpersonalizednextbestactions.

Consumerinsights

Outcomes

3in10surveyed

consumerswitha

chronicconditionreportstrugglingtogetcare

theyneed(n=2,013)

59%wanttoshareinfowiththeirprimarycarephysiciantomanage

~$400permemberpermonthreductioninmedi-calcostsamongchronicconditionpopulation

Actionableinterventions

aresurfacedforconsumers

inalignmentwiththeir

careteam

Real-timedatacollection

isdisplayedsimplyand

intuitivelywithadvanced

analyticsinplace

AI-poweredwearabledevices

chronicconditions(n=1,869)

Source:BradIsaacsonetal.,“Demonstratingtheclinicalimpactofcontinuousglucosemonitoringwithinanintegratedhealthcaredeliverysystem,”JournalofDiabetesScienceandTechnology,Mar2022,Volume16,Number2;2025McKinseyConsumerHealthInsightsSurvey,3,034USconsumers,May2025

McKinsey&Company

GenAIcanhelpcurateandcreaterelevanthealthinsights,withoneconsumerrespondent

stating,“It’snotjustanadvertisement.It’sactuallyprovidingyousomebenefitbytellingyou

which[healthsolution]isbetter.”GenAIcanrapidlygeneratepersonalizedhealthcontentthatmeetsconsumers’needs,empoweringthemtoachievetheirhealthcaregoalswithinformationfromatrustedsource,whichinturnstrengthensbrandcredibilityanddeepenstrustand

loyalty.AsconsumersincreasinglyturntoconversationalAItofindinformation,delivering

relevantcontentiscriticaltogenerativeAIengineoptimization(GEO)toensurevisibilityin

AI-generatedresponses.Theabilitytorapidlycreate,tailor,andpublishpersonalizedcontentatscaleisbecomingthenewstandard.

Exhibit6(continued)

HealthandwellnessinformationplatformsincorporategenerativeAItoprovideeverydaymedicalguidance.

Consumerinsights

46%ofsurveyedconsum-ersaremorelikely

toscheduleanappoint-

mentwithaprovideriftheyo仟errelevantcontenton

healthandwellnesstopics

75%ofsurveyedcon-sumersengagewith

healthandwellness

contentatleastonceaweek(n=1,129)

AIforeverydaymedicalguidance

GenAIusescontentfromtrustedand

independent

sourcestogenerateuniqueresponsestohealthqueries

Userhealth

profiles—suchasage,weight,andsex—canbeinte-gratedtoperson-alizeresponses

ContentlibrariescanbeexpandedusingAItorapidlygeneratefirst

drafts

Outcomes

60%ofconsumersrategenAImedical

responsesas“good”or“verygood”(n=639)

5–15%costsavings

throughmoreeficientcontentgeneration

Source:2024McKinseyUSHealthandWellnessContentSurvey,1,129USco