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.