Healthcare.gov Platform Review

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

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Healthcare.gov Platform Review

  1. 1. UNITED FOR SOLUTIONS: HEALTHCARE.GOV REVIEW MONDAY, OCTOBER 28, 13 1 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  2. 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. 2 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  3. 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 3 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  4. 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. 4 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  5. 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. 5 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  6. 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. 6 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  7. 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). 7 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  8. 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 8 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  9. 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). 9 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  10. 10. The Mood: Confused and Concerned 10 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  11. 11. Hurdles: The User Experience Today ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY 11
  12. 12. Features Today: Responsive Design 12 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  13. 13. Features Today: Basic Features 1 1.  Language Selection 2.  Shopping For Insurance 1.  Creating An Account 4 Before I can Shop 2 3 2.  Can I Get A quote? 3.  Contact For Information 1.  Click To Chat 3 1 2.  Enable Phone Links 4.  Applying Online / Creating An Account 13 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  14. 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 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY 14
  15. 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. 15 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  16. 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? 16 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  17. 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 17 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  18. 18. Research & Resources SOURCE: KEY FACTS ABOUT THE UNINSURED POPULATION 18 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  19. 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/ 19 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY

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