HealthCare.gov
Simplifying complex interfaces to support 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 and not responsive across smaller breakpoints.
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
See it live:
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
Complex information overwhelmed users. Users were confused by the status of 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.
Solutions
Finding 1: Navigating pages on mobile was difficult and slow.
Solution: A simplified, responsive interface for reduced friction.
Every page started with in-depth discovery to define UX, technical, and policy-driven requirements. With this information, we can explore removing or redesigning distracting UI and content into a clearer end experience.
Legacy page design
Redesigned page layout
Finding 2: Complex information overwhelmed users. Users were confused by the status of tasks.
Solution: Improved transparency for task status and clear 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 like “Application details” were adjusted to focus on the user’s reason for visiting the page. For example, the purpose of the page “Application details” is to upload important documents to verify information. We are currently A/B testing between “Upload documents” and “Upload and verify”.
Key wins
Reskinned account application pages before a high-stakes Open Enrollment 2025 period, (with a record 21+ million enrolling in 2024).
An increase in success rates for finding and completing key tasks (final metrics TBD!)
Further usability improvements to be planned based on user testing results.