Improving Medicare sign up processes for new beneficiaries
We created customized views of coming of ager journeys to Medicare based on their scenarios. Our improvements resulted in improved access to Medicare applications, improved customer satisfaction, and more personalized guidance.
PROJECT DURATION
Work took place over the course of one year and our work launched on Medicare.gov before Open Enrollment 2023
MY ROLE
Design Lead, responsible for delivery and stakeholder coordination
TASKS & DELIVERABLES
Discovery, Design Leadership, Customization,
Help Clarify the Sign Up Process for Medicare
Through our discovery and user research with the Medicare.gov team, we identified that users were making hasty and ill-informed decisions about their Medicare benefits due to a confusing and disjointed experience navigating between CMS and the VA sites. The lack of information led to confusion and delayed enrollments, resulting in penalties and, in some cases, the loss of potential benefits altogether. My team worked with CMS to address these pain points by reimagining critical paths within Medicare.gov for new beneficiaries, particularly the "Get Started with Medicare" section. We redesigned the user experience to clearly outline the next steps for Medicare enrollment, tailored to each user's specific enrollment scenario.
Get Started 2.0 Landing Pages
We redesigned the Get Started with Medicare landing pages to highlight the differences in user journey depending on when someone decides to sign up, since those who wait until after 65 to retire automatically receive Medicare benefits.. The main landing page includes links to paths for those who get enrolled automatically and those who don’t, as well as a catch all for those who might have unique circumstances that dont neatly map to those options.
Ready to Sign Up
We designed a wayfinding page to guide people who are eligible to sign up for Medicare to the various places to apply, based on the scenarios that dictate their enrollment period. Some enrollment scenarios require users to fill out a DocuSign version of a paper application, while even some others required a fully manual approach. In this work, we made more paths toward Medicare enrollment available/visible, and saw customer satisfaction rated on this page among people looking to sign up for Medicare increase by 36%.
Medicare Parts A & B Confirmation Page
Our team built a page to confirm that beneficiaries have successfully applied for Medicare and give them next steps so that they can proactively begin searching for the right plan for their needs while they wait for a decision on their application. This initiative required collaboration with SSA, since the actual application for Medicare Parts A & B is actually hosted on SSA.gov. We designed within their DS using HTML prototyping.
Here's What We Accomplished
Project Lessons tell the story of how this delivered impact
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