Re-imagining the Affordable Care Acts’s Insurance Exchange Platform Review

1. UNITED FOR SOLUTIONS:
HEALTHCARE.GOV REVIEW
MONDAY, OCTOBER 28, 13
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2. 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.
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3. 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
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4. 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.
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5. 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.
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6. 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.
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7. 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).
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8. The Audience: User Groups
§ 48 Million uninsured adult
US citizens
§ Businesses:
§
50 Or More Employees
§
Small Business
§
Aging Baby Boomers
§
Generation X
§ Insurance Providers
§
Millennials
§ Partners
§ States: State Marketplaces
§ Media
§ Health Care Providers
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9. 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).
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10. The Mood: Confused and Concerned
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11. Hurdles: The User Experience Today
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12. Features Today: Responsive Design
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13. Features Today: Basic Features
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1. Language Selection
2. Shopping For Insurance
1. Creating An Account
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Before I can Shop
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2. Can I Get A quote?
3. Contact For Information
1. Click To Chat
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2. Enable Phone Links
4. Applying Online /
Creating An Account
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14. 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
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15. 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.
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16. 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?
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17. Research & Resources
§ Key Facts about the Uninsured Population: http://kff.org/
uninsured/fact-sheet/key-facts-about-the-uninsuredpopulation/
§ Percentage of Americans Lacking Health Coverage Falls Again:
http://www.nytimes.com/2013/09/18/us/percentage-ofamericans-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/censusuninsured-2012_n_3941339.html
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18. Research & Resources
SOURCE: KEY FACTS ABOUT THE UNINSURED POPULATION
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19. Event Contact Information
§ Moderator: Joanna Peña-Bickley
joanna@matterww.com
1-866-240-7244
@jojobickley
§ Event Hashtag: #ACAWebsite
§ Matter Twitter: @matterwwnetwork
§ Technical Support:
§ Google Hangouts: https://www.google.com/hangouts/
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