CMS redesigns with customer experience in mind

CMS relied on public feedback to create a more user-friendly website highlighting the most-sought-after tasks and information. 
customer experience, customer satisfaction
(Getty Images)

The Centers for Medicare & Medicaid Services launched several updates to on Wednesday that make it easier for millions of users to compare and select health and drug coverage and find providers.

CMS relied on public feedback to create a more user-friendly website featuring timely initiatives and messages on the homepage and highlighting the most sought-after tasks and information. 

In 2021, the agency began introducing enhancements, like a consistent header and redesigned “Get started with Medicare” section providing users with information tailored to their situation.

“CMS is making easier to use and more helpful for people seeking to understand their Medicare coverage, which is an essential part of staying hea­­lthy,” said CMS Administrator Chiquita Brooks-LaSure in the announcement. “We are committed to listening to the people we serve as we design and deliver new, personalized online resources and expanded customer support options for people with Medicare coverage and those who support them.”


The latest improvements include the redesigned homepage and detailed pricing information about Medicare Supplement Insurance (Medigap) policies.

CMS intends to continue using feedback and human-centered design to improve and personalize the customer experience for Medicare recipients and agency employees. The Medicare Plan Finder and Medicare Account landing pages will be updated and have their look aligned with the homepage within the next few months.

Dave Nyczepir

Written by Dave Nyczepir

Dave Nyczepir is a technology reporter for FedScoop. He was previously the news editor for Route Fifty and, before that, the education reporter for The Desert Sun newspaper in Palm Springs, California. He covered the 2012 campaign cycle as the staff writer for Campaigns & Elections magazine and Maryland’s 2012 legislative session as the politics reporter for Capital News Service at the University of Maryland, College Park, where he earned his master’s of journalism.

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