U.S. DEPARTMENT OF HEALTH AND HUMAN SERVICES
CENTERS FOR MEDICARE & MEDICAID SERVICES
Web & Emerging Technologies Group (WETG)
Director, Division of Web Operations, WETG, OC
IT Specialist, DWO, WETG, OC
Senior Technical Advisor, DWO, WETG
SERVICE TO THE CITIZEN AWARD WINNER
IT Security Specialist,
DWO, WETG, OC
Program Manager, OC Marketplace, WETG, OC
Program Manager, medicare.gov, WETG, OC
The Centers for Medicare and Medicaid Services (CMS) has successfully improved the user experience and software deployment process for Medicare.gov, benefiting millions of Americans. The CMS team identified challenges with the website's usability and implemented modern software deployment technology with a human-centric design approach.
Medicare.gov previously faced issues with the Medicare Plan Finder, causing frustration and incomplete registrations. Updating the website was also complicated. To address these challenges, the CMS team embarked on a journey of human-centric design based on consumer feedback.
By adopting a modern software deployment approach, the team introduced a new navigation header and decoupled deployment from release. This allowed for quick UI feature updates without disrupting the user experience. Feature management and DevSecOps processes ensured a precise and coordinated rollout of navigation enhancements across the website. The improvements enabled CMS to continuously enhance Medicare.gov's functionality and user experience without disruption, even during busy periods like Open Enrollment. This resulted in bug-free and user-friendly web resources for Medicare beneficiaries and users.
The phased-release approach and the ability to enable or disable code quickly saved development time and reduced deployment risks. CMS achieved greater efficiency in software delivery, providing an optimized user experience for accessing Medicare benefits.
These achievements have improved citizen services, fostered digital innovation, and increased the resiliency of critical websites and applications. The public benefits from a seamless and user-friendly experience when interacting with Medicare.gov.