But developer incompetence and poor product design can be a 'dark' strategy as well, just a passive one instead of an active one. Good UX doesn't matter because

But developer incompetence and poor product design can be a 'dark' strategy as well, just a passive one instead of an active one. Good UX doesn't matter because users are not customers to health insurers, they are just cost centers. Their employers are the customers, and those guys care about how cheaply they can buy insurance and retain the quality level of their desired employee base. If the goal is to sell lots of insurance and pay little in claims, the strategy makes sense. So you spend as little as possible on UX. NB: I think this is also how enterprise tech works.