Roadmapping and Prioritization

GOAL

Develop a proposal  for the leadership of  the Centers for Medicare and Medicaid Services Office of Communications (OC) that articulates prioritized UX initiatives for the Medicare Plan Finder based on the most important problems to solve for beneficiaries.

APPROACH

Lead a series of collaborative working sessions with stakeholders from across the OC, including representatives from Product, UX, Call Center, Content, and Research

FIRST WORKING SESSION

Purpose: Select priority problem areas

Structure:

  1. Set context around Leadership’s Must Haves, Should Haves, and Could Haves for Open Enrollment 2021

  2. Introduce Priority Problem Statements which were chosen based on:

  • Importance in the work priorities set by OC Leadership

  • The amount of UX thinking required in order to get to a solution

   3. Open commenting/prioritization based on the following criteria

  • Addressable in before Open Enrollment

  • Potential impact on improving users' ability to easily find a plan that meets their individual needs

  • Potential impact on user experience

Outcome:

Prioritized 4 areas for further working sessions

  • User Flow

  • Understanding Cost 

  • Plan Compare

  • Personalization 


WORKING SESSIONS 2-5

Purpose: Focus the prioritized problem statements and ideate solution spaces connected back to identified user challenges.

General Structure (varied for each session) : 
1. Overview of the problem area

2. Introduce key personas 

3. Review the current user experience

4. Discuss user data and other stakeholder interests and priorities 

5. Ideation

Outcomes:

These workshops became the basis for expanded user flows, which were incorporated into the product roadmap and implemented over the course of the following year.