End-to-end User Experience Design
Medicare Authenticated Experience (MAX)
Medicare.gov is the official website for Medicare, the U.S. government health care program for seniors and those with certain disabilities. There are over 13 million Medicare beneficiaries with active online Medicare accounts.
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Project Overview
The Center for Medicaid and Medicare Services (CMS) wanted the UX design team to assist CMS with the design and implementation of digital services for CMS websites, their systems, tools, components, and applications. The design team is responsible for the redesign and modernization of the authenticated or “logged-in” experience for Medicare sites by creating new digital products or services that offer the same features and capabilities as in the legacy MyMedicare.gov website.
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Goal
The goals for the Medicare Authenticated Experience (MAX) project are to provide Medicare beneficiaries with a single, secure, seamless, and personalized digital experience. Through MAX, each Medicare beneficiary will have access to tailored information and self-service tools to confidently make informed decisions that improve their healthcare choices and health outcomes.
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Process
The design process used on MAX has evolved over the course of the project. We on the design team are constantly learning from our experiences -what worked or didn’t work -always looking for ways to improve.
Initiative definition
Understand and define the problem we are solving and outline a plan and direction.
Discovery
Based on the initial plan the team pursues high-priority questions, hypotheses, and dependencies.
Based on data from discovery activities (workshops, design sprints) the team will scope the initiative and plan rollout sequencing.
Experience Design
Create initial design concepts
Rapid concept evaluation
Prototype creation
Formal usability research planning and evaluation
Finalize experience design and approval
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My Role
As a senior UX designer on the MAX project team, I initiated, defined, and designed features and pages from concept to completion collaborated with a team of Product Owners, Content creators, Engineers, and Data Scientists to explore, test, and evolve experiences on Medicare.gov. As a UX designer on the project I was responsible for the entire design process - from concept exploration, discovery, wireframes, and prototypes to detailed specs and polished visual design for each initiative I was assigned.
User Research
Sketching/ Wireframes / Prototyping
Design Sprints
Agile Development Process
Lo & Hi-Fidelity Designs
Initial concepts and the final hi-fi designs of the Account Settings page
Early high-level design concept flows (Mural) overlayed with site data, providing quantitative data to support our initial designs.
Planning out the first round of research with the team. We used Mural again to allow team members to comment and document any questions they wish to come up during the testing process.
The updated designs after the first round of user feedback. Again, using Mural to annotate updates and why they were made (rooted in the research findings).
An updated workflow for updating the user's email address, after implementing feedback from user testing.
The project team has delivered scalable solutions, integrated designs, and facilitated collaboration across multiple teams in the CMS space that has fostered support from numerous stakeholders.
Conducting deep dives on pain points, mapping out the process, and owning the discussion have allowed us to drive the needle of innovation and increase the vision for what is possible.
Through our dedication to transparency, concise communication, and commitment to quality we have gained stakeholder confidence with successful production deployments.