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.
The team developed an application to simplify Medicaid and CHIP applications through LLM APIs while addressing limitations such as hallucinations and outdated information by implementing a selective input process for clean and current data.
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 issue brief provides a comprehensive framework for state officials to monitor and evaluate the far-reaching impacts of the H.R.1 budget reconciliation bill on the Medicaid program.
This report provides human-centered design templates and implementation guidance to help states integrate Medicaid work requirement questions into benefits applications while minimizing administrative burden and coverage loss.
This blog post serves as a guide for state agencies to develop flexible and actionable metrics systems for tracking the implementation and impact of new work requirements under H.R. 1.
This article examines how the decentralization of safety net programs after welfare reform has led to growing inequality in benefit generosity and access across U.S. states.
This report examines how implementing Asset Verification Systems (AVS) can streamline Medicaid eligibility determinations for seniors and individuals with disabilities by automating the verification of applicants' financial assets.
The Benefits Enrollment Field Guide looks at the landscape of America’s safety net benefits experience in 2023 and tracks the differences from our 2019 assessment based on expanded evaluation criteria. It also highlights successful paths to equitable, human-centered experiences. It examines online enrollment for Modified Adjusted Gross Income (MAGI) Medicaid, SNAP, TANF, the Child Care Assistance Program (CCAP), and WIC.
The Building Human-Centered Benefits Renewal Processes with Client Equity in Mind article by Code for America discusses the implementation of ex parte renewals in Minnesota's Medicaid program to streamline benefit renewals for aged, blind, and disabled populations, reducing administrative burdens and enhancing equity.
