The eHealth Medicare website was aging and in need of a tune up. We took the opportunity to conduct usability studies on our existing site, in efforts to find how we could improve the user experience.
Our studies showed:
- Trust issues are a significant concern for our demographic, especially considering the type of personal data we handle
- Users find the process of shopping for Medicare insurance overwhelming
- Users return to the site many times during the course of their shopping experience
- Information hierarchy is a problem, users don't know what to do next