Enhancing Access to Programs on Medicare.gov
Overview
- Project Type: Accessibility, UX Design
- Industries: Government Services, Digital Health
- Date: 2022
- Role: UX Designer and Researcher
- Responsibilities: Created wireframes, prototypes, and user interfaces that improved the usability and aesthetic appeal of the search widgets.
Project Summary
As a UX Designer & Researcher at Bellese Technologies, I focused on increasing the usability and accessibility of the Medicare Diabetes Prevention Program (MDPP) and Opioid Treatment Program (OTP). By using user-centered design principles, I aimed to ensure that users could easily access these essential health services.
Challenge
The site faced multiple issues that significantly affected the ability to access crucial services:
Insufficient Access to Providers
Medicare's provider lookup tool offered no information on MDPP or OTP programs.
New or Underutilized Programs
The MDPP and OTP were relatively new and struggled with state-wide support due to social stigma and lack of awareness.
The Solution
Secondary Research
My team conducted extensive secondary research on the current landscape of programs such as diabetes prevention and opioid treatment to understand existing solutions, gaps, and user experiences.
Program Findings Examples
Creating a New Design Component for Targeted Search
To address the problem of insufficient access to providers and increase awareness of underutilized programs like MDPP and OTP, I designed a new type of design component. This component functioned as a widget that could be integrated into relevant coverage pages across Medicare.gov.
The widget was designed to take the user's location and pre-populate search criteria specifically for MDPP or OTP programs. Upon interacting with the CTA within the widget, users would be redirected to the provider lookup tool with these pre-populated search parameters. This streamlined the process and allowed users to quickly find relevant providers and services related to MDPP or OTP.
Wireflow/User Flow Example
To illustrate how the widget works, I created a wireflow/user flow example. This visual representation demonstrates the steps a user takes to interact with the widget and find relevant providers for MDPP or OTP services.
Results
Although the designs were handed off to another team in charge of development, we anticipate the measurement of several results:
Increased Awareness of Programs
Enhanced visibility and promotion of programs like MDPP and OTP are expected to increase user awareness and participation in these valuable health services.
Scalability
The reusable, dynamic nature of the component allows it to be easily placed on multiple pages and adapted to various health programs.
Reflections
Integration Complexity
The static site and provider lookup tool needed backend integration to support the new pre-populated search criteria, which required coordination with multiple teams and some adjustments to the underlying code.
Expansion to Other Health Services
The methodologies applied to mental health information and location widgets could be extended to other areas of Medicare.gov, thus broadly enhancing the overall user experience across the site.