healthcare.gov platform review

©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY 1

UNITED FOR SOLUTIONS: HEALTHCARE.GOV REVIEW

MONDAY, OCTOBER 28, 13


Objective

Move past the finger-pointing and talking-head

politics to give the Obama administration

concrete recommendations to improve the

health care exchange user experience for

48 millions of uninsured Americans.


White House Goal

The White House has set a goal of

enrolling 7 million people in private

insurance plans through the new health

insurance exchanges by March 31, 2014


Background

§  The healthcare.gov has launched, but has received widespread

and very vocal disapproval due to poor user experience practices

and a lack of emotional connection to the uninsured using the site.

§  There is a target date of having the website “fixable” by the end

of November.

§  Shopping for insurance is not a new behavior.

§  How do users shop for health insurance in the offline world?

§  This panel is being convened to bring a unique perspectives on how

to re-imagine and re-launch the healthcare.gov as a 21st century tool

and healthcare for millions.


Panel Assignment

Join the Matter Worldwide Network panel

discussion with suggestions and concrete

insights and ideas on how to create an exchange

that is friendly to all users for a Live Panel

Discussion on November 7 at 1pm Est.


What are the goals for the healthcare.gov site?

§  Provide relevant information to educate our audience regarding

whether or not they are eligible to enroll.

§  Demonstrate how to enroll in their state exchanges or participate in the federal exchange. To this end, they require a concise way to send a user to the appropriate information. §  Drive users to the appropriate state exchange site: one of 36

federally runs healthcare exchanges or to one of the 14 states running their own exchanges.

§  Facilitate “shopping” of plans

§  Make people feel like they are getting an affordable coverage.


The Audience: Big and Diverse

This program is for all (48 Million) uninsured adult

US citizens, at all economic levels, of all

educational, cultural and geographic backgrounds

(and who are ineligible for Medicaid, or beyond

the age range to be be considered a dependent).


The Audience: User Groups

§  48 Million uninsured adult

US citizens

§  Aging Baby Boomers

§  Generation X

§  Millennials

§  States: State Marketplaces

§  Health Care Providers

§  Businesses:

§  50 Or More Employees

§  Small Business

§  Insurance Providers

§  Partners

§  Media


The Mood: Confused and Concerned

▪  The entire healthcare issue has been polarizing, to the point of leading to a government shutdown. ▪  Some users are optimistic and want help. ▪  Others users outright antagonistic at having to be forced

into a mandatory program. ▪  Many are just confused.

▪  In many cases, once passing through healthcare.gov, the state exchanges themselves are overloaded or shut down (see next page).


The Mood: Confused and Concerned


Hurdles: The User Experience Today


Features Today: Responsive Design


Features Today: Basic Features 1

2

3

3

1

1.  Language Selection

2.  Shopping For Insurance

1.  Creating An Account

Before I can Shop

2.  Can I Get A quote?

3.  Contact For Information

1.  Click To Chat

2.  Enable Phone Links

4.  Applying Online /

Creating An Account

4


Obstacles & Hurdles: Today

1.  Only 10% of users who visited the site upon launch were able to

create an account

2.  Account Creation: Users must verify identification with federal

systems

3.  Shop options before you register before account

4.  Pricing Transparency

5.  Rural competition to make pricing and plans competitive

6.  Devoid of prevention & education


Working toward a solution

Aside from the technical database/server issues

which must be overcome, we would like to start

a positive discussion toward a workable

solution for a better user experience.


Initial Discussion Guide

Topics for discussion will include: §  Audience insights: What are the mindset of the users who are coming to the site? What

are their expectations? What do they desire? How do they and how have they shopped for health insurance in the past?

§  Content & Functional Strategy: What is the role of the healthcare.gov website? Does the healthcare.gov content and functionality meet that role? How can it facilitate the idea of “affordable health care coverage for all”

§  User Experience Design - Designing to create a calm simplicity: How can we get the right information to the right people at the right time, without anyone feeling overwhelmed? §  Creating safety nets: How do we guide people back on track if they do get lost? How

do we communicate with our audience if the servers or the system fail?

§  Technology & Data: What’s the right technology strategy? Are there existing platforms that have these functions today? With sensitive information what is the right method in protecting privacy while verifying a user identity?

§  Project Management & Vendor Procurement: Waterfall or Agile - Are there new methodologies that can help achieve the 21st century exchange re-launch? Past performance?


Research & Resources

§  Key Facts about the Uninsured Population: http://kff.org/uninsured/fact-sheet/key-facts-about-the-uninsured-population/

§  Percentage of Americans Lacking Health Coverage Falls Again: http://www.nytimes.com/2013/09/18/us/percentage-of-americans-lacking-health-coverage-falls-again.html

§  US Census: http://www.census.gov/newsroom/releases/archives/income_wealth/cb13-165.html

§  48 Million Americans Are Uninsured Ahead Of Obamacare Changes: http://www.huffingtonpost.com/2013/09/17/census-uninsured-2012_n_3941339.html


Research & Resources

SOURCE: KEY FACTS ABOUT THE UNINSURED POPULATION


Event Contact Information

§  Moderator: Joanna Peña-Bickley [email protected] 1-866-240-7244 @jojobickley

§  Event Hashtag: #ACAWebsite §  Matter Twitter: @matterwwnetwork

§  Technical Support: §  Google Hangouts: https://www.google.com/hangouts/