CareMessage, a non-profit health technology company focused on engaging underserved patients in the U.S., has experienced a dramatic increase in the usage of its patient engagement platform since the COVID-19 outbreak. The platform, which facilitates communication through text messaging between healthcare providers and low-income patients, saw a 700% increase in the use of its Outreach feature and a 144% overall rise in communication. In response to the pandemic, CareMessage offered a free version of its product, CMLight, to help clinics and health centers efficiently communicate crucial information. Using Heap, they have been able to monitor user experience, noting a 49% rise in unique app logins and a 318% increase in retention rates from February to March. The insights gained from Heap have been instrumental in shaping their communication strategies and improving user experience, ensuring continued support for their customers during the crisis.