The federal and state health insurance marketplaces that were created as part of the Accountable Care Act bring together patients and payors in a complex, technologically-rich website experience. The user experience and usability of these sites are integral to their success. These resources explore user experience, usability, and user-centered design as it relates to health insurance marketplaces.
User Experience in Health Insurance Marketplaces
This summary report provides usability assessments of the State-Based Marketplace (SBM) websites.
“Enroll UX 2014 establishes a new standard for public and private health insurance enrollment and provides a design reference for states and federal health insurance exchanges."
The Director of User Research at athenahealth explores 10 broken usability guidelines found in her review of the healthcare.gov account set-up process during its 2013 roll-out.