Medicare Premiums
Discover how we reimagined their brand identity, crafting a compelling narrative that authentically connects with their audience and propels their business forward.
Client
Centers for Medicare & Medicaid Services
Timeline
1 Year
Services
Service Design
Website
Challenge
We used participatory design methods to ensure the experience reflected the real needs of beneficiaries. Through discovery research interviews, iterative prototyping, and co-design workshops with policy, engineering, and research partners, we mapped pain points and tested solutions directly with users. Feasibility sessions grounded every idea in technical and operational reality, helping align diverse teams around clarity and trust as shared goals.
Solution
We consolidated six fragmented landing pages into three, creating a streamlined “My Premiums” hub that surfaces the most essential information upfront—amount due, due date, payment history, and coverage period. Clearer billing states and persistent confirmation messages help beneficiaries easily understand their payment status and avoid coverage interruptions.
Result
The redesign improved comprehension and confidence across testing—100% of users we tested with could identify what they owed, when payments were due, and verify completion without help. Beyond usability, the work established new cross-functional collaboration standards and redefined clarity as a form of care for millions of beneficiaries. This work is set to be developed in 2026
