How are insurance shoppers outside California faring with the federal HealthCare.gov website? Direct observation of online enrollees shows ways the marketplace can be improved.
HealthCare.gov Online User Experiences (11.99 MB)
The Affordable Care Act (ACA) expands coverage options and provides an opportunity to streamline the enrollment process in public and private coverage. CHCF funded an assessment of HealthCare.gov to identify actionable ways to improve consumer experience with online enrollment.
The assessment uses a methodology not common in the public sector — direct observation of consumers as they move through the website. This technique captures sources of consumer satisfaction, knowledge, confusion, and frustration. The most compelling findings relate to assisting consumers with plan shopping and selection, providing adequate help throughout the process, and ensuring accuracy in consumers' responses to application questions. The report concludes with researchers' recommendations for improvement.
The summary of the research findings is also available under Document Downloads.
The brief videos below highlight some of the challenges faced by the study participants outside California as they used the federal HealthCare.gov website to enroll in health coverage under the Affordable Care Act.
Assessing the Covered California Online User Experience