The Stories of Medicaid Renewal: Insights from Those Experiencing It
We conducted user interviews with families across the United States who navigated the Medicaid renewal process following the end of the Public Health Emergency in 2023.
The insights and recommendations in our report can inform government, nonprofit, and public entity employees seeking to improve the experience of renewing Medicaid and other benefits anywhere in the United States.
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Real stories, real insights
Unveiling the Medicaid renewal experience
U.S. Digital Response (USDR) conducted in-depth interviews with 18 families who have had to navigate the Medicaid renewal journey for themselves or family members. In this research, we explore each phase of this journey to highlight what's working well and suggest opportunities for improvement.
Navigating the renewal journey
Using a user research technique called "journey mapping," we identify common steps that families pass through while renewing Medicaid benefits. For each phase, we share insights, recommendations, direct quotes from families, and concrete examples of what's working. Our report includes detailed depictions of residents' experiences and a comprehensive journey map visualizing the overarching process.
Key opportunities for improvement
We've identified key opportunities for improvement in the Medicaid renewal process, including:
- Head off questions and confusion from the start
- Enhance customer support to resolve uncertainty
- Reduce confusion throughout the process
Our report includes detailed recommendations and concrete examples of what's working well that can be replicated across different states.
- Head off questions and confusion from the start
- Enhance customer support to resolve uncertainty
- Reduce confusion throughout the process
Our report includes detailed recommendations and concrete examples of what's working well that can be replicated across different states.
Taking Action: next steps for government teams and their allies
Whether you're a government change agent seeking to bring human-centric design into your agency, or an executive wishing to work with outside groups to improve the Medicaid renewal experience, we include resources and next steps that any government team can take.
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Want help? U.S. Digital Response has a team of pro bono professionals ready to assist governments and NGOs in responding to the critical needs of their communities.
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USDR utilizes agile, data-driven user research methodologies to gather and tell these stories, helping to improve resources and services for the people who need them most, including government partners.
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