first class user experience for affordable care act enrollment terri shaw project director enroll ux...

First Class User Experience for Affordable Care Act Enrollment

Terri ShawProject DirectorEnroll UX 2014

NASHP 24th Annual State Health Policy ConferenceOctober 4, 2011

Project Objectives

Provide federal and state governments with a human-centered design to support enrollment

Help achieve a first-class user experience that promotes informed enrollment decision-making

Help ensure that large numbers of eligible consumers successfully enroll in and retain coverage

Public/Private Partnership

11 Participating States

Alabama, Arkansas, California, Colorado, Illinois, Massachusetts, Minnesota, Missouri, New York, Oregon, Tennessee

UX 2014 Design Partner

World-class design, engineering and innovation firm

Works across industries for diverse clients Solves complex problems through design

thinking

Project Overview

Individual market; SHOP and assisters being added

All insurance affordability programs (Medicaid, CHIP, tax credits, cost sharing reductions, BHP)

Full eligibility, enrollment, plan selection and retention experience

Multiple pathways

Designing for diversity

Vendor neutral

Design Phases / Timeline

Research Phase

Design Principles

Principles are grounded in user needs and serve to inspire creative solutions to address those needs.

Give me direction

Keep me moving

Support me my way

Be a good neighbor

Behavioral SegmentationHelps to design a system that is responsive to people’s different needs, desires and expectations.

Initial Design: System Flows and Wireframes

Where we are in the process:

• Preliminary drafts• Placeholder language• Still some missing pieces

System Flow

The diagram serves as a high-level illustration of the proposed flow and functionality.

Example Wireframes

Work in Progress

DRA

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Multiple Channels – Emphasis on Mobile

Preliminary Visual DesignD

RAFT

Status of Key Issues

In Refinement • Help center and “Learn More” content• Design for accessibility and ADA compliance• Design for translation to other languages• Mobile interactions• Calculators and similar tools• Introduction and guided interview to assist with plan comparison

In Development • Exceptions, exemptions, and special circumstances• Additional coverage options and programs• Rules and flows for specific populations• Rules and flows for retention• Privacy and security, including authentication

Beyond Scope• Final wording of content

Next Steps

Design Refinement Phase

• Further review and user evaluation• Comprehensive design specifications and manual• Working functional prototype• Communications materials for sharing design

SHOP UX system flows and wireframes

Tools for assisters

Public Website

www.ux2014.org

Questions & Answers

For more information, contact:info@ux2014.org