MEDICARE MVP

UXR

information architecture

end-to-end visual (+ systems)

interaction design

prototyping

Expediting the Medicare application process & breaking down digital literacy barriers.

problem

The American healthcare system, Medicare in particular, is often confusing to navigate regardless of age. Older adults face significant challenges when applying for their Medicare benefits; traditional paper applications are cumbersome, while existing digital solutions don't address digital literacy barriers for those 65+. These challenges often result in delayed or incorrect Medicare enrollment, potentially leaving seniors without crucial health coverage or facing penalties.

solution

A new educational app, where users can navigate through a decision tree of dynamic video and static content tailored to their unique demographic profile. Additional resources, like articles, are made available outside the core experience for users within the age demographic that consume digital information in a more traditional way.

Key objectives

Three main considerations and UX challenges to overcome

For older audiences, videos are a familiar interactive medium that can be used to explain topics in a clear and concise manner. Breaking topics down to easily digestible chunks will make it easier for adults to understand and learn. Beyond engagement, we are known for our humor, punchy animation, and for empowering users to make informed decisions; those qualities must be included in our MVP.

When considering older age demographics, it's important to also take into account factors such as impaired vision, reduced motor skills, and cognitive decline. Our goal is to incorporate larger text sizes, straightforward navigation, and simplified component interfaces. Additionally, providing clear instructions and visual cues through short chapter introductory videos may be helpful.

Other general accessibility features to include: screen reader compatibility, keyboard navigation through sound HTML hierarchy, and closed captions for all videos.

Taking into account these unique challenges faced by older age demographics will ultimately enhance the overall usability of the product, creating a more diverse and accessible framework for our products at large.

Our goal is to break up long input forms into smaller, more manageable sections while guiding users through each step. By presenting questions and inputs one at a time, users can focus on each task without feeling overwhelmed. Additionally, using dynamic forms that adjust based on user inputs can simplify the process even further by only displaying relevant fields and options. This not only reduces cognitive overload but also enhances the overall user experience.

II.

Usability pt. 1

Before we jumped to development, we employed the "5-user" rule to gauge the usability of our existing framework (with a few enhancements) using a live, barebones prototype.

Testers had mostly positive responses and moved through the app with little to no issue. They praised its ease of use and informative nature. They appreciated features like tooltips, ALEX's voice, and the option to mute (and enable closed captions). Issues were raised regarding the video window size and inconsistencies in button styling for launching videos. Some testers questioned ALEX's trustworthiness and were confused about next steps.

I feel very, very, you know, appreciative. And I feel excited to be exposed to this kind of innovation… It’s something that’s totally different from what I’ve seen before… It’s very nice… It makes decision making very easy for me... I really love this.

It was very easy, very informative. The guy actually helped me do what I needed to do and he asked me the questions that needed to be asked, like if I have kids, if I’m married, what my age is. Things of that nature… I actually really like this program. It’s very, very informative, intuitive, and very quick and easy to use.

Addressing the feedback

Content visibility was our priority fix. As a solution, we removed all existing modals and started ideating on presenting videos either sequentially or inline with auxiliary context. We established a more fluid experience, in result. We noted our other instinctual product inclusions e.g. navigation, CC, etc. and carried forward with a revised framework.

III.

Ideation

Our primary aim was to cater to different learning styles and paces, allowing users to absorb information at their own rate.

We defined four screen types: explanation, single-question, form, and article; the first three types are bound together by a persistent global UI navigation system. With the option to skip or review content, users can easily navigate through the material to focus on areas where they need more help or clarification.

IV.

Design system improvements

By carefully analyzing and addressing the discrepancies in component usage, we were able to establish clear guidelines that would make future development run exponentially smoother.

The end result was a more polished and resonant Alex brand "voice," pervasive even when audio wasn't present.

One of my prouder moments was developing a two-variant video player, complete with custom iconography and micro-animations. It was a nice reintroduction to React, toggling the visibility of certain components based on the screen type the video player populated (explanation vs. article screen).

Working with our Motion Designer, we created a system for displaying text using Web VTT. By incorporating a timecode for each text container, we were able to overlay and clear text atop our videos, which led to major production efficiency. Essentially, we can now variably display text instead of baking it into each respective MP4 file.

A few more screens...

Usability pt. 2

After pinning down visual improvements, we moved on to testing new patterns and features.

The most comprehensive example from our MVP development was the dynamic user intake form. Users had an average task success rate of 89.05%, with all six users scoring perfectly through the three primary intake questions. Due to limitations of the number input fields within the Figma prototype, users had some difficulty entering values; we acknowledged Figma's continued development of prototype variables and will continue to explore more realistic input patterns as they're feasible.

View the dynamic form prototype

VI.

Outcomes

Lessons learned in collaboration & building from scratch.

After wrapping up our MVP, I can't help but reflect on the accomplishment of developing a new product in three-months-time. From sketching to whiteboard sessions, and the shifting must-haves as we hit our deadline; we hit our mark with emphatic stakeholder reception. Our continued usability testing led to a more viable offering and continued confidence throughout our organization.

I realize that this wasn't just about pixel-perfect design or clean code. It was about how we pushed our existing views into the future by utilizing new collaborative tools, particularly Figma and FigJam. We got developers involved early and worked diligently to serve a demographic with many accessibility considerations.

Given the level of responsibility asked of me, I've vastly leveled-up the scope of my abilities; whether that's breaking down complex user flows, adapting to last-minute stakeholder feedback, or grasping the nitty-gritty of how to build a fully-fluid set of components, patterns, and templates.

In the end, we weren't just shipping another sister-product. We were pushing the boundaries of what our platform could do, challenging ourselves to create something genuinely innovative; and ultimately, building something that would make Medicare enrollment as easy as possible. Looking back at our initial sketches and comparing them to our MVP, I'm incredibly grateful I got to be part of such a smart, thoughtful team of Creatives and Developers.

Onward to adding our "Find a Plan" feature...