The Challenge: Simplifying Complex Data for Medicare Users

Medicare beneficiaries often face dispersed, complex, and table-heavy information, making it difficult to find critical plan details without assistance.

UnitedHealthcare sought to redefine the digital experience for Medicare users by developing innovative tools that:

• Elevated the experience beyond industry norms in a traditionally static market.

• Enabled users to quickly access and understand their benefits without relying on call centers.

The challenge was to simplify complexity, ensuring that Medicare information was available but also intuitive, actionable, and
easy to navigate.

The Approach: Interactive, User-Centric Design

To transform fragmented, overwhelming data into a seamless experience, we focused on:

• Real-Time Visual Summaries—Dense tables were replaced with clear, interactive summaries, which allowed users to digest plan benefits at a glance.

• Modular, Expandable Content – Users could explore details at their own pace, reducing cognitive overload.

• Integrated Self-Service Tools—Support features were designed to empower users before they reach out for help, reducing frustration and reliance on customer service.

This approach ensured that Medicare users of varying digital literacy levels could confidently explore their benefits without feeling overwhelmed.

The Solution: A More Accessible and Engaging Medicare Experience

The final design introduced a modern, interactive interface that:

• Make critical plan details more straightforward with well-structured layouts and dynamic content.

• Provided clear, step-by-step guidance without
  unnecessary complexity.

• Ensured accessibility and inclusivity, accommodating a diverse Medicare user base.

This wasn’t just a visual refresh but a strategic shift in how Medicare users accessed and understood their plans.

The Outcome: Measurable Improvements in User Engagement & Efficiency

The redesigned tools significantly improved user comprehension and confidence:

• 30% reduction in customer service inquiries – Users found answers independently, reducing strain on call centers.

• 42% increase in digital tool engagement – More users interacted with online resources, signaling improved self-service confidence.

• More substantial accessibility and inclusivity—A more intuitive experience ensured that Medicare’s diverse user base could seamlessly navigate the platform.

By replacing outdated, static experiences with cutting-edge UX principles and human-centered design, we provided a market-leading solution that enhanced efficiency, usability, and overall satisfaction.

Lessons Learned: What Worked & What Didn’t

What Worked

• Simplifying dense data dramatically increased user comprehension and engagement.

• Self-service tools reduce call center dependency, cut costs, and improve user independence.

• Modular, interactive design improved accessibility, meeting the needs of a broad user base.

What Didn’t Work (and What We’d Do Differently)

• Some users still preferred traditional, print-friendly formats, suggesting an opportunity to offer downloadable summaries in addition to digital interactions.

• A small segment of users required additional onboarding, leading to future enhancements in guided tutorials.

Why It Matters: Redefining Medicare’s Digital Experience

This project reinforced that healthcare UX must balance simplicity, accessibility, and empowerment.

By transforming static, overwhelming information into an interactive, user-friendly experience, we enabled Medicare users to clearly and confidently take control of their benefits.

The success of this initiative demonstrated that innovative UX can drive engagement, reduce costs, and improve user satisfaction even in highly regulated industries.