When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
This study found that using state-specific names for Medicaid programs increased confusion and reduced both positive and negative opinions about the program.
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
MITRE developed the Comprehensive Careers and Supports for Households (CCASH™) tool to help individuals understand and manage federal benefits and employment services, transitioning from a consumer-focused tool to a policy analytics system. By integrating data from sources like the U.S. Census and the Policy Rules Database, MITRE created a model that allows users to analyze and compare benefits eligibility across states, supporting evidence-based policymaking.
This page includes data and observations about account creation and identity proofing steps specifically for online applications that include MAGI Medicaid.
Created for use in the Digital Doorways research project, this design stimuli shows the steps of submitting an application, sharing personal information, and verifying identity for Massachusetts' online application for Medicaid.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
A modernized public benefits system would better serve program participants, administrators, policy makers, and taxpayers. This paper proposes a set of principles both define the desired future state and outline the values that shape decision making along the way. Practices describe the processes needed to achieve modernization.
The team introduced "Policy Pulse," a tool to help policy analysts understand laws and regulations better by comparing current policies with their original goals to identify implementation issues.
Post-Medicaid continuous enrollment's end in March 2023, states faced renewal challenges through August 2024, seeing improved auto-renewals but persistent procedural disenrollments despite outreach and intervention.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
