In the Understand phase, qualitative research methods are used to put a human face to the policy and technical challenges of eventual implementation faced by public insurance programs and state exchanges.
The learning plan for the Enroll UX 2014 project involves human factors research to understand consumers’ health coverage experience, including attitudes toward health care coverage, diversity of needs and capabilities, and key moments in the service experience. These issues were explored through in-context interviews with a diverse group of potential consumers in California, Louisiana and Ohio. The project team also investigated key stakeholders’ needs and capabilities through work with front-line experts and state and federal implementers.
The Understand phase also involves review of ACA requirements; assessment of mobile, smart phone and tablet platforms; and investigation of analogs.