🙋🏼♀️ My Role
I was the Design Lead responsible for planning and implementing the redesign activities with 3 designers. I coordinated our work with the client (CMS Program Director), and the team's Product Manager and Tech Lead. Redesign activities included user research, qualitative and quantitative data analysis, ideation, designing solutions, and implementing with software engineers.
CMS.gov primarily served healthcare administrators, practice managers, physicians, and clinicians searching for necessary information about fees and policy changes.
CMS.gov is a government run website under the Health and Human Services Agency. They provide essential information for healthcare providers in relation to Medicare and Medicaid. The agency was prioritizing digital transformation to improve provider experience.
⚡️ Pain Point
CMS.gov had a very outdated information architecture (17 years old!) and the homepage did not help users find the content that they were desperately looking for.
30% of survey respondents said that searching the site was a very poor experience and they couldn't find the information they needed to successfully run their healthcare practices.
Analytics showed that only 7% of site visitors were using the search function. Most users were abandoning their search in frustration.
Transform the search experience to help healthcare administrators more efficiently find content they need from the homepage.
This included making the search box more prominent on the homepage, offering popular search terms and autocomplete suggested terms, and recommended search results most likely to be associated with the information the user was seeking.
CMS.gov redesign is live! It successfully launched in Spring 2023, a little after my departure from the CMS.gov project to join Saildrone.
Feedback from the CMS Program Director was very positive and analytics showed that users were using the search function much more.
The team continued to iterate on the visual design of the site, but the main foundation of transforming the search experience, creating a new information architecture and navigation structure, and accessibility upgrades won the January 2024 Web Excellence Award for Government 🏆
Solutions (Launched Spring 2023)