Case study: Open Enrollment end-to-end research observation & synthesis direction
I served as a UX lead on a fully remote program consisting of approximately 100 cross-functional distributed senior consultants, including Product, Engineering, and UX. Within this program, I oversaw a team of 15 UX designers, with 7 reporting directly to me. Our collaboration with The Centers for Medicare & Medicaid Services (CMS) focused on a range of health care and Medicare-related initiatives under the .gov domain. During Open Enrollment (OE), CMS conducts end-to-end (E2E) user research of the enrollment experience from Account creation to Application and Health care plan selection. As a project team we had the opportunity to observe some of these sessions.
These thoughts are mine alone, I do not speak on behalf of any organization.