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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
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
FT
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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
