HealthCare.gov
Simplifying complex interfaces for user comprehension & success
Role
Senior UX Designer
Timeline
06/24 - Present
Background
The HealthCare.gov coverage application and associated pages used legacy services, which were dated, not responsive across smaller breakpoints, and often confusing to consumers.
New designs migrated to UI to the CMS design system while incorporating page level UX improvements, with the goal of a responsive and clear user flow.
Deliverables
My Application audit and user testing
Redesigned pages:
Overview
My plans & programs
My plan profile
Eligibility and appeals
Application details
Report a life change
Communication preferences
Exemptions
Tax Forms
Requirements & contraints
Defining requirements and constraints was particularly important in order to correctly handle many overlapping states.
Applications have intersecting states across time frames and application statuses, while dynamically responding to numerous possible alerts and needs. Distinct rules, notice types, timelines, and content are needed for different states, often varying by relevant program, policy changes, and eligibility factor.
On top of these requirements, we worked within a considerable technical constraints: updating the UX and UI without any updates to legacy services. I worked closely with developers to determine current API requests and responses to understand limitations and maximize possible improvements without getting sidetracked.
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Application timeframe:
During open enrollment
Outside of open enrollment
During a special enrollment period
Previous coverage year
Active coverage year
Application status:
Not started
In-progress
Submitted
Pending enrollment
Auto-enrolled
Enrolled with unpaid premium
Enrolled with paid premium
Cancelled
Terminated
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DMI: Data Matching Issue
Citizenship/Immigration
Social Security Number (SSN)
American Indian or Alaska Native status
Household income
Job-based coverage status
Medicare coverage status
TRICARE coverage status
VA coverage status
Peace Corps coverage status
Medicaid or CHIP coverage status
Incarceration
SEP and SVI (SEP Verification Issue)
Loss of health coverage
Had a baby, adopted a child, or placed a child for foster care
Got divorced or legally separated and lost health insurance
Marriage SEP
Medicaid/CHIP Denial SEP
Relocation SEP
Died
PDM: Periodic Data Matching Notices
Medicaid and CHIP:
Initial Notice
Resolution Notice
Final Notice
Informational Notice
Medicare
Special Medicare Notice for Consumers Turning 65 PDM
Estate Initial, Response, and/or Final Notice PDM
Different language is used for different types of SEP, DMI, SVI, PDMI, etc.
Alert statuses:
No DMI/SVI
Open (Provide Documentation)
Resolved (Provided necessary documentation)
Expired (Not provide doc in the given time frame so now the application in cancelled and coverage is also cancelled)
OBE (Over Taken by Events) - (Info that has been updated that can trigger a new DMI)
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Quickly update pages to accommodate emerging business needs, policy changes, UX improvements, and technical upgrades.
Consumers can use and access features on any device in an optimized state.
Leverage design system foundations and components.
Improve content and UI clarity.
Validate inputs in real time.
Provide status transparency for tasks.
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(Technical) The portal must integrate with existing back-end systems and databases.
(Technical) Design changes must work within the limitations of the current platform.
(Time) Finish overall reskin by OE 2025.
(Regulatory) WCAG and Section 508 compliance.
Discovering user needs
Usability testing revealed these common challenges and pain points for users.
Finding 1
Navigating pages on mobile was difficult and slow.
Finding 2
Users were confused by the status of tasks and by complex information or tasks.
Finding 3
Page selection was most often approached through a process of elimination.
Out of all the tasks completed by participants, 33% ended up at a correct destination.
A screenshot shows only one direct success in navigating to a task, two indirect successes, and 11 failures.
Solutions
Finding 1: Navigating pages on mobile was difficult and slow.
Solution: A responsive, simplified interface for reduced friction.
The UI was redone utilizing modern and responsive design system components and foundations. Our in-depth discovery helped us to clarify confusing content and UI, as well as identify anything that could be removed or placed differently for a clearer end experience.
Legacy page design
Redesigned page layout
Finding 2: Users were confused by the status of tasks and by complex information or tasks.
Solution: More transparency for task status and clarity for next steps.
To help the user clearly navigate a task and understand task status, we added helpful components such as:
Color-coded badges to call attention to new or important tasks, documents or content that might otherwise be missed.
Uploaded documents are now viewable in a table with corresponding status badges.
Warning and error alerts with anchor links are used to prompt users to take action on incomplete tasks.
Finding 3: Page selection was most often approached through a process of elimination.
Solution: Recognizable page names using validated plain language.
Vague names were adjusted to highlight the user’s reason for visiting the page, such as the main task or goal. For example, the purpose of the page “Application details” is to upload important documents to verify information. We are currently testing “Upload & verify” for comprehension.
Success rates
Key wins
Reskinned account application pages before a high-stakes Open Enrollment 2025 period, (with a record 21+ million enrolling in 2024).
Over 400% increase in finding tasks successfully
100% success rate for task completion
Less engagement with help links
Further usability improvements to be planned based on user testing results.