Reward and Benefits
16 Mar, 2026 · 3 -minute read

Healthcare client

A large healthcare system wanted to simplify how employees accessed essential benefits information and tools — without adding digital clutter or complexity. By meeting employees where they already are — on their smartphones — the goal was to enhance real-time access to resources while fostering engagement.

The healthcare organization offered a wide range of benefits and resources designed to support employees' physical, mental and financial wellbeing. However, the process of accessing these resources was cumbersome, leading to frustration and disengagement. Employees spent too much time searching for benefits contacts, and the organization lacked an effective way to deliver timely updates, such as Annual Enrollment reminders.
1 Challenge

Feedback revealed that employees wanted a simpler, more intuitive way to access benefits information — something that fit seamlessly into their daily lives. The challenge was clear:

  • Create a user-friendly tool for on-the-go access to benefits info
  • Reduce time spent searching for benefit contacts
  • Establish a new push notification channel to deliver timely updates directly to employees
  • Drive measurable engagement across a predominantly mobile workforce

The team recognized the need for a solution that avoided adding digital clutter or complexity and instead streamlined access and communication.

The Gallagher Communication team identified an innovative yet simple solution: leveraging the Wallet app. Commonly used for boarding passes, concert tickets and credit cards, this native app provided an elegant, low-effort way to transform benefits communication — without requiring app downloads or logins.

Our approach focused on three pillars:

  1. Accessibility: By utilizing a familiar feature, the solution required little time to set up
  2. Utility: Direct links to top-used resources, such as medical providers and the organization's benefits intranet, were embedded for convenience
  3. Engagement: The app was designed with visual simplicity, shareability for spouses and dependents and push notifications for timely updates
2 Solution

To drive adoption, the Wallet Pass launched alongside a targeted campaign emphasizing simplicity and relevance. A branded custom landing page explained the Wallet Pass, supported by targeted emails and intuitive instructions for both iOS and Android users. Messaging highlighted the benefits of the Wallet Pass, including its privacy-focused design, ease of use and shareability with family members. Push notifications added a new communication touchpoint directly to employees' lock screens.

The campaign redefined innovation in internal communications by transforming a native smartphone tool into a powerful communication asset. Instead of introducing another app or complex portal, the Wallet Pass provided a streamlined solution that resonated with employees.

After eight months of being live, the results spoke for themselves:

  • 8,085 total downloads — a record across all Gallagher Communication clients — representing more than 32% of our client's eligible population
  • Downloads primarily occurred on personally owned devices, proving trust and perceived value
  • High engagement with embedded links, including the medical plan provider's site, the client's internal benefits hub, and their employee app
  • Sustained engagement beyond initial novelty clicks
  • Curated push notifications delivered critical updates, such as Annual Enrollment dates and vendor changes, establishing an effective direct-to-device communication channel
3 Outcome

Beyond the numbers, the Wallet Pass set a new benchmark for innovation. It solved a real problem with zero learning curve, met employees in their mobile-first world and earned the kind of organic engagement that exceeded expectations.

By rethinking communication channels, we harnessed existing technology in a bold, new way to deliver clarity and convenience for thousands of employees and their families. This project didn't just improve internal communication — it transformed it.