Benefits Programme: three lessons from case VYV

An expanded MGEN programme in Groupe VYV

Initially designed for MGEN, the benefits programme has been extended to other mutuals in Groupe VYV. It combines access via VYV Connect, an integrated ticketing system, and offers from local and national partners. This structure allows us to examine three dimensions of the programme: the common core, member access, and the usefulness of the offers.

A shared core, an experience to adapt

Sharing a platform does not require making all user journeys identical. Access conditions and the relevance of benefits can vary depending on the target audience. The task involves identifying what constitutes a common core and what should remain configurable: identity, eligibility rules, offers, and messaging.

Integration is part of the promise

A useful offer remains invisible if the member cannot access their account. Authentication, access rights, and data exchange must be tested with as much care as the catalogue itself. This case highlights the importance of joint management between business and technical teams.

The question to ask your team

Before expanding your catalogue, ask: can different user groups easily access the benefits intended for them? Have them test an initial login, an offer search, and an activation. Observed incidents often reveal a more concrete priority than simply adding a partner.

The case in detail

Customer case VYV details access via VYV Connect, the ticketing system integrated via API, offers from local partners, and member support. Find these elements in the associated customer case study.

What this system reveals about the member experience

The merging of national and local offers raises a question of clarity: how can we help members find what is actually available to them? Integration into the existing process, the conditions of each benefit, and continuity of support are issues to be addressed together. The mere presence of an offer in the catalog is not enough to demonstrate its use.

For a comparable project, start by mapping the entry points and support situations. Then identify the information that needs to flow between departments to prevent members from repeating their requests. These lessons relate to the design of the system; performance is verified using the indicators specific to each programme.