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July 26, 2012

Enroll UX 2014 - Enrollment made easy - Part 2

Enroll UX 2014 is an attempt by a public private partnership within the health insurance spectrum, to standardize and enable electronic enrollments. The project had Center for Medicare and Medicaid Services (CMS), 11 states, 8 health care foundations and a leading global design and innovation firm, IDEO, collaborating to undertake extensive research and design an optimized and effective enrollment portal for Health Insurance Exchanges.

 

Working on the objectives to make HIX successful through simple, automated enrollment, standardize user interface across different platforms, drive interoperability across States and optimize resource usage to drive down costs, they have developed a first-class user experience (UX) design for exchanges and created a new standard for public & private health insurance enrollment. In my opinion, Enroll UX-2014 provides a great value proposition to different stakeholders in the healthcare chain.

 

Value Propositions

Entities

Value Proposition

State Health Insurance Exchanges

 

·         Design is not vendor or software or IT platform dependent

·         Guidance to  standardized interface for plan selection and enrollment process

·         Makes the exchange simple, intuitive, and easy to navigate

 

Government Bodies

 

·         Flexibility in design allows states to meet unique policy, programmatic, and implementation needs.

·         Scenario based design and interactive prototype simulates the actual online enrollment experience. It is intended to help both federal and state policy authorized professional to understand the flow of the enrollment and plan-selection processes.

 

End consumer

 

·         An easy-to-use experience for determining eligibility of coverage, selection and enrollment and payment of premiums.

·         A systematic, quick and cost effective way of enrolling into a plan.

 

Solution Designers

·         Enrollment system developers can gain better understanding of the workflows with UX 2014 standards and design.

·         Easy to customize in its set of original diagrammatic elements--icons, typography, color palettes, and illustrations.

·         Interoperable with any new or existing system/s.

Payers

 

·         The time to process enrollments is substantially reduced and more effective use of resources through automated processes impacts in reduced costs.

 

 

I see Enroll UX 2014 as a simple solution to a much complicated process called enrollment - an effort to make enrollment effortless, exclude redundancy and minimize recurring costs. What do you think?

Enroll UX 2014 - Enrollment made easy - Part 1

Dr. Mark Smith, President and CEO of California HealthCare Foundation (CHCF) mentioned last month- "We live in a digital society. Access to health coverage should be as straightforward as the other transactions people have become accustomed to, whether it's online banking or making travel arrangement"

 

Unfortunately, US healthcare is not there yet. Case in point - enrollment for health insurance - it was and partially remains, a paper based activity in many states. With additional 40 million+ applicants expected to enroll soon owing to the affordable care act, it needs to be transformed quickly.

 

Challenges in the current enrollment process

  • Process is cumbersome, complicated and partially electronic
  • Dependency on manual interventions makes the Process both time and money consuming
  • Online application lacks intuitiveness and easy usability
  • Process is not scalable and robust to handle 40 million+ estimated applicants

 

Health insurance exchange may just be the catalyst for this transformation. An exchange is required to be flexible, customizable, and an interactive IT enabled platform that allows consumers to get evaluated for eligibility and purchase appropriate health insurance based on their residency, employment, household size and income status etc.   It needs to be simple, consumer friendly and easily accessible to provide rich user experience during enrollment.

 

CMS has emphasized on improved access of high quality health insurance coverage for individuals and families through collaborative partnerships. Implementation of the Affordable Care Act (ACA) through Health Insurance Exchanges is a step to enable self-service online enrollment processes. Enrollment processes have evolved in time, which are currently managed in multiple electronic and non-electronic formats. Anticipating the challenge of more than 40 million people seeking health insurance coverage on exchange, enrollment process needs to be more robust and integrated with current technology and systems.          

 

Leaders in health philanthropy, leading design firm (IDEO) and CHF have come up with Enroll UX-2014 as a proposed answer to manage this huge number of enrollments. Enroll UX-2014 is introduced as a digital toolkit of human-centered design standards that will enable citizens to manage their online enrollment into health insurance on an exchange. Considering that the Enroll UX-2014 is built to support enrollment across commercial and state requirements, applicability of these standards in Health Insurance exchange requirements seems to be very appropriate. Enroll UX 2014 has emerged as a simple, consumer friendly and cost effective solution to process enrollments on exchange. With right amount of effort, funding and resources, this project, I believe, will provide the best value to all the stakeholders and in part 2 of this blog, I will outline its value proposition to different entities.

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