Issue Briefs , Reports | Jun 29, 2016

Improving Online Health Insurance Marketplaces: The Critical Nature of Direct Observation in Assessing the Consumer User Experience (UX)

Claudia Page

As the fourth open enrollment period under the Affordable Care Act (ACA) approaches, online health insurance marketplaces must consider ways in which they can assess the consumer user experience in order to make continued improvements.  Direct consumer observation, known as Consumer User Experience (UX) assessment, represents one such tactic that could serve as a very valuable tool for marketplaces as they continue their future strategic planning.  This issue brief, prepared by Claudia Page, examines UX assessment channels and provides a closer look at what can be learned by directly observing actual consumers as they apply for coverage.  The issue brief includes observations from work in California, Maryland, and Minnesota, providing specific examples of actionable solutions to website design and navigational flaws that can be identified through this process.


Expert Perspectives

September 6, 2024

Current Considerations for State Reinsurance Programs

Reinsurance is a long-standing tool for stabilizing health insurance markets and reducing premiums, and has played an important role in the success of the Affordable Care Act’s individual market as part of section 1332 state innovation waivers. Reinsurance increases affordability for consumers ineligible for the premium tax credit (PTC). However, the effects on PTC recipients are smaller, mixed, and have received little attention. This expert perspective summarizes recent research which raises questions about the impact of reinsurance programs on PTC recipients, and highlights related considerations for state policymakers.

CMS Issues Guidance on Renewal Timeliness Post-Unwinding

On August 29, 2024, the Centers for Medicare & Medicaid Services (CMS) released a CMCS Informational Bulletin (CIB) and accompanying slide deck to support states facing renewal backlogs. With this guidance, CMS is providing states additional time—until December 31, 2025—to complete Medicaid and CHIP eligibility renewals, address persistent backlogs in processing redeterminations, and achieve compliance with federal renewal timeliness requirements. This expert perspective provides an overview of the CIB.