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Navigating through a crisis, a playbook for building the future

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The new Health Insurance Application - user experience, conversion rate and time to completion - lessons from healthcare.gov

Published in: Health & Medicine
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Navigating through a crisis, a playbook for building the future

  1. 1. Navigating a crisis.
  2. 2. What happens after?
  3. 3. How do we build lasting change?
  4. 4. Where we are now.
  5. 5. Let’s talk about complexity. Where do you even start? How do we break the cycle?
  6. 6. A playbook for building the future.
  7. 7. Close the distance Find the seams Set records
  8. 8. In preparing for battle, I have always found that plans are useless but planning is indispensable. Dwight D. Eisenhower “
  9. 9. App 2.0.
  10. 10. App 2.0 – the new health insurance application
  11. 11. User ExperienceNumberofScreens App 2.0 (handling 70% of consumers) Old insurance application
  12. 12. Conversion Rate App 2.0 (handling 70% of consumers) Old insurance application
  13. 13. Time to Completion App 2.0 (handling 70% of consumers) Old insurance application
  14. 14. Mike Davidson, former VP Design at Twitter A prototype is worth a thousand meetings.”“
  15. 15. Close the distance Find the seams Set records
  16. 16. You don’t have to throw everything away to start over again.
  17. 17. Legacy system • 4-6 weeks for new infrastructure • 4+* hour maintenance windows • Sticky sessions • Not mobile friendly App 2.0: under the hood App 2.0 • 30 minutes for a new virtual data center • Zero downtime deploys • Stateless servers • Responsive • Throttled roll-out
  18. 18. CMS staff, OIG report on HealthCare.gov App 2.0 went into production 30 days early so we could see it in the wild during special enrollment. It was very successful.” “
  19. 19. Immutable infrastructure Bake binaries + code into image Auto-scaling Rollbacks Generalized infrastructure Reuse code across apps / microservices CoreVPC: PaaS for government
  20. 20. Close the distance Find the seams Set records
  21. 21. Scalable Login System.
  22. 22. Scalable Login System • Currently supports over 21 million users • < 0.001% error rate • 1/100th the cost, 1000x performance
  23. 23. The billion user load test.
  24. 24. Brendan Neutra, Scaling HealthCare.gov to a Billion Users 7,754 transactions per second was attained for one hour with 128 millisecond response times and zero errors.” “
  25. 25. We can do this.
  26. 26. Thanks! Rohan Bhobe rohan@navahq.com

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