Medicare & You: Increasing Customer Satisfaction
The Medicare & You handbook is an important resource for beneficiaries to understand their benefits and coverage options. Last summer, the Medicare.gov team working for the Centers for Medicare and Medicaid Services (CMS) started an audit on the User Experience, Accessibility, and Technical Implementation on four legacy apps, which included the Medicare & You handbook.
Our team worked to modernize the Medicare & You handbook section which allowed for adding photos in the header, narrowing down the selection options, and making those options clearer and more distinct. In addition to making the page visually look better, it aligned the designs with the CMS Medicare Design System, improved accessibility, and created a cleaner usability path for the end-users. This approach notably resulted in an 18% increase of the existing customer satisfaction score (CSAT). Previously the page had a less intuitive set-up that was not conducive to finding the appropriate version of the handbook.
The Medicare & You page plays an important role in ensuring Medicare beneficiaries have the information they need to navigate the Medicare experience in a way that best suits their personal needs. With these improvements, users of Medicare & You will now be presented with options that make obtaining information easier, while embracing the need to create a more inclusive beneficiary experience on Medicare.gov.
Making sure the digital version of the Medicare & You handbook was as useful as the physical handbook that is mailed to beneficiaries was our number one goal in redesigning this page.
“We are pleased that the CSAT score reflects the implementation of industry best practices to make sure this page was accessible and comprehensible to all,” said Alaine Karoleff, Director of Digital Services.
