Enhancing digital experience for an NFP health fund with Dynatrace
Case Study
About Our Client
Overview
Our client is a member-first, not-for-profit health fund with over 140 years of service, committed to providing accessible, high-quality healthcare to Australians. In their journey to modernise digital operations, they engaged Avocado Consulting to implement a minimum viable product (MVP) of Dynatrace – an AI-powered observability platform – to uplift application monitoring and elevate the digital experience for their members.
The Challenge – Ageing tools and blind spots
With several legacy monitoring tools nearing end-of-life and limited visibility into their digital user experience, our sought to:
- Enhance the performance of critical member-facing applications, including their Members Online portal and two mobile apps.
- Gain insight into real user journeys and performance issues to improve member experience.
- Move from reactive issue management to a proactive observability model.
- Equip internal teams with the tools and training needed to own the solution beyond the engagement.
- Avoid unnecessary ongoing costs by creating a tailored, fit-for-purpose monitoring approach.
The solution – Implement a MVP
Avocado led a Dynatrace MVP implementation across three key applications with a clear focus on user experience, stakeholder collaboration, and empowering the insurer’s internal teams. Special attention was given to the performance of the Members Online portal and both mobile apps – central to the insurer’s value offering. An MVP of Dynatrace allowed the insurer to prove value fast, de-risk rollout, train champions, and build the right foundations before they scaled.
Services:
- Dynatrace MVP Implementation
- Application Performance Monitoring
- Digital Experience Monitoring
- Business Intelligence
Sector
Not-for-Profit | Health Insurance
”“The training we received meant we could hit the ground running. Avocado didn’t just hand over a solution - they made sure we knew how to use it.”
Business Analyst
The Approach
Key activities provided by Avocado included:
- Gaining end-to-end visibility
- Instrumentation of Dynatrace OneAgents and ActiveGates across infrastructure and applications.
- Deploying monitoring from backend infrastructure health to frontend user interactions using Real User Monitoring (RUM) and Application Performance Monitoring (APM).
- Consultation across teams
- Avocado facilitated workshops with stakeholders from application, infrastructure, and marketing teams to understand unique team goals, pain points, and monitoring needs.
- These insights shaped a tailored Dynatrace deployment that delivered meaningful insights and immediate relevance to each team’s operations.
- Training and enablement at the core
A key priority for our client was building internal capability to maximise Dynatrace’s value beyond Avocado’s delivery phase.
To ensure Avocado could support the insurer’s meet this goal, they focused on requirements gathering, training, and tailored workshops to ensure an effective transfer of IP – empowering our client to fully own and operate the solution after Avocado’s delivery.
- Training was a cornerstone of this engagement, ensuring that our client’s internal teams could confidently use and maintain Dynatrace.
- Hands-on, role-based sessions were integrated with delivery workshops to build team capability while progressing implementation.
- The outcome was not just a successful deployment, but a confident, self-sufficient internal team ready to manage observability independently.
- Purpose-Built Dashboards by User Profile
Avocado designed and implemented tailored dashboards for three key user profiles:
-
- Application teams – for insights into app health and user experience across the Members Online portal and both mobile apps.
- Marketing teams – to understand engagement, performance, and behaviour patterns across digital touchpoints.
- Infrastructure teams – to monitor backend systems, APIs, hosting environments, and performance baselines.
- Each dashboard was designed with up to 16 panels, aligned to the scope, and tailored to the specific priorities of each user group.
- Sustainable Handover
- Clearly documented processes, role-based access controls, and alerting based on out-of-the-box metrics.
- Final handover ensured teams could self-manage the platform and evolve their observability practices over time.
The Outcome – Realtime visibility and empowered teams
The insurer’s internal teams praised the engagement for delivering both immediate value and long-term sustainability. With Dynatrace now in place:
- The insurer has real-time, end-to-end visibility into critical member-facing applications and the infrastructure that supports them.
- Teams can proactively identify, investigate, and resolve issues before they impact member experience.
- Staff are fully enabled to manage the platform internally, with minimal ongoing support required.
By focusing the MVP on their most important digital touchpoints, the insurer was able to centre the implementation around what matters most: member experience. Rather than prioritising commercial outcomes, their approach reflected their not-for-profit values – prioritising usability, responsiveness, and value for their members.
While scoped as a fixed-term MVP, the success of this engagement positioned Avocado as a trusted partner for future initiatives.
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