Re-imagining the Affordable Care Acts’s Insurance Exchange Panel Brief

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Re-imagining the Affordable Care Acts’s Insurance Exchange Panel Brief:

After hearing the President's press conference and conducting an initial heuristics examination of the nations health insurance exchange website, we are putting the politics aside and uniting to help the the administration fix and improve our government's healthcare exchange. Matter would like you to to participate as one of it's all star panel of digital design, user experience and technology thought-leaders who can participate in an open forum / panel (User Experience Lab) via a Live google Hangout.

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Re-imagining the Affordable Care Acts’s Insurance Exchange Panel Brief

  1. 1. CREATIVE BRIEFING UNITED FOR SOLUTIONS: HEALTHCARE.GOV REVIEW FEBRUARY 11, 2013 1 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  2. 2. Panel Objective 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 & Assignment §  The healthcare.gov has finally launched, but has received widespread and very vocal disapproval. §  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? §  Give suggestions and concrete insight 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. 4 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  5. 5. 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. 5 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  6. 6. 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). 6 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  7. 7. 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 7 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  8. 8. 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). 8 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  9. 9. The Mood: Confused and Concerned 9 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  10. 10. INSIGHT PEOPLE ARE CONFUSED, FRUSTRATED, CONCERNED, AND IN SOME CASES FEAR THIS CHANGE. IDEA ACT AS A GUIDE, SHERPA AND COUNSELOR IN ORDER TO AID 48 MILLION PEOPLE FIND AFFORDABLE HEALTHCARE IN THEIR STATE. 10 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  11. 11. Features Today: Responsive Design 11 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  12. 12. 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 12 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  13. 13. Hurdles: The User Experience Today ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY 13
  14. 14. Obstacles & Hurdles: Today 1.  Account Creation 2.  Shop options before you register before account 3.  Pricing Transparency 4.  Rural competition to drive pricing down 5.  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. Topics for discussion include: ▪ 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? 15 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY
  16. 16. Schedule & Next Steps §  Today & Tomorrow: Panel Briefings §  Wednesday, November 6, 2014- 12-1PM: Technical Rehearsal for participants via Google+ Hangout §  Thursday, November 7, 2014 (Noon): Live Broadcast via Google+ Hangout 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 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 19 ©2013 MATTER WORLDWIDE, LLC | CONFIDENTIAL & PROPRIETARY

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