Innovative design principles combined with on-the-ground consumer partnerships helped to improve the quality of a new consumer assistance tool IMPAQ developed for New Yorkers with chronic conditions.
Fish, T., Van Dyke, K., Hoover, P., Asghari, D. & Elcik, J. (2018, June). Creating Innovative Consumer Tools Using Direct Partnerships & Human-Centered Design Principles. Poster presentation at the AcademyHealth Annual Research Meeting (ARM), Seattle, WA.?
IMPAQ Health developed the NYPlanCosts Calculator to provide New Yorkers shopping for individual and small group coverage, on and off the New York State of Health exchange (NYSOH), with tailored out of pocket cost estimates for 10 high cost chronic conditions and life events. To ensure the NYPlanCosts Calculator was meeting the needs of its potential users, IMPAQ Health leveraged human-centered design principles and engaged health insurance navigators throughout the Calculator development.
The navigators' inputs greatly improved our Calculator's UX SUS survey scores, from 45 to 71, compared to the industry standard benchmark of 68. Through focus groups, navigators also provided valuable input on the Calculator's content, user-interface, and structure. For example, they suggested additional Calculator filters to include, refined our definitions for various health insurance terms (e.g., plan type, metal level) and provided links to additional consumer resources for our Calculator to link to.