first class user experience for affordable care act enrollment terri shaw project director enroll ux...
TRANSCRIPT
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First Class User Experience for Affordable Care Act Enrollment
Terri ShawProject DirectorEnroll UX 2014
NASHP 24th Annual State Health Policy ConferenceOctober 4, 2011
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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
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Public/Private Partnership
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11 Participating States
Alabama, Arkansas, California, Colorado, Illinois, Massachusetts, Minnesota, Missouri, New York, Oregon, Tennessee
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UX 2014 Design Partner
World-class design, engineering and innovation firm
Works across industries for diverse clients Solves complex problems through design
thinking
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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
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Design Phases / Timeline
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Research Phase
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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
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Behavioral SegmentationHelps to design a system that is responsive to people’s different needs, desires and expectations.
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Initial Design: System Flows and Wireframes
Where we are in the process:
• Preliminary drafts• Placeholder language• Still some missing pieces
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System Flow
The diagram serves as a high-level illustration of the proposed flow and functionality.
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Example Wireframes
Work in Progress
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DRA
FT
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DRA
FT
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DRA
FT
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DRA
FT
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DRA
FT
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DRA
FT
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Multiple Channels – Emphasis on Mobile
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Preliminary Visual DesignD
RAFT
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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
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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
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Public Website
www.ux2014.org