Improving Online Health Insurance Marketplaces: The Critical Nature of Direct Observation in Assessing the Consumer User Experience (UX)
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.
On September 8, the Department of Homeland Security (DHS) issued a final rule on the “Public Charge Ground of Inadmissibility,” regarding DHS’ authority to refuse a noncitizen’s application for admission or application for visa adjustment (including receipt of a green card) on grounds that they are “likely at any time to become a public charge.” This expert perspective provides an overview of the final rule.
This expert perspective provides an overview of the eligibility and enrollment proposed rule released by CMS on August 31 and details how the proposed rule seeks to strengthen existing eligibility, enrollment, and renewal operational processes in an effort to close gaps in coverage and extend best practices identified by CMS and states in the course of preparing for unwinding the federal public health emergency (PHE). Comments on the proposed rule are due no later than November 7, 2022.