Case Study: HealthCare.gov achieves improved user experience for millions with Qualtrics

HealthCare.gov - Customer Case Study

Healthcare.gov, relaunched in 2013, is the federal health insurance exchange that helps Americans shop for private plans and enroll in Medicaid under the Affordable Care Act. With enormous traffic — 1.3 billion unique page views in 2014 — the team faced the challenge of systematically collecting consumer feedback and making targeted UX improvements for millions of users.

Healthcare.gov used Qualtrics XM to capture page-level feedback, conduct site usability research, and test concepts and messaging, allowing the team to prioritize changes based on real user insight. Those data-driven improvements optimized the user experience and made it easier for millions of individuals and small businesses to identify and enroll in the right insurance options.

HealthCare.gov

Jon Booth

Director of Web & New Media Group Centers for Medicare & Medicaid Services