HealthCare.gov / CoveredCA.com
In early 2014, gotomedia was hired by the California HealthCare Foundation to conduct usability testing on HealthCare.gov and CoveredCA.com, two of the portals created as part of the new, controversial healthcare laws in the U.S.
We anticipated that users would experience wrong turns and blockades at every step. After all, HealthCare.gov and state-run insurance marketplaces like CoveredCA.com were a major story in the news when they opened in October 2013. When we tested the sites, however, we found a mix of good and bad design. We encountered elements that ran counter to all known best practices of UI design that frustrated even the most patient participants, and some that guided confused users down the right path.
Observing real people as they tried to use HealthCare.gov and CoveredCA.com gave us the opportunity to connect the people who use the sites with the people who made them. Showing people struggle to complete basic tasks and form misconceptions about what they were doing painted a clear picture of what needed to be done to make these sites more successful.
72hours of video edited