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L&M to assist CMS with the development of the Health Insurance Exchange Web tools mandated under ACA

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Under the firm’s Consumer Research and Communications (CRC) umbrella contract, L&M was awarded a task order to conduct qualitative consumer research to inform the development of Web tools for the health insurance exchanges (HIX) mandated by the Affordable Care Act (ACA). During the 18-month period of performance, L&M, with our subcontractors Westat, Inc., and the Informed Patient Institute, will complete the following research activities:

  • An environmental scan and analysis of best practices in Web-based consumer experience and support tools
  • Formative research to understand and define the information needs, beliefs, and preferences of potential exchange users
  • A survey of potential exchange users focusing on their expectations for the exchange and reactions to specific pages of the prototype
  • Consumer testing of wireframes and usability testing of Web tool prototypes

The results of the environmental scan and consumer research will inform a comprehensive recommendations report to assist states as they develop the Web tools that will be used by millions of Americans to enroll in health plans through the Exchanges.

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