Medicare Advice Center: Empowering Seniors with Clarity and Confidence Through Thoughtful UX Design

Quick Summary

Project Overview

The Medicare Advice Center was designed as an interactive, guided experience to help seniors navigate complex Medicare options with confidence. As a UI/UX Visual Designer, I worked closely with a UX researcher/UI designer, a UX front-end engineer, and business stakeholders to create an adaptive questionnaire that dynamically tailors recommendations based on user input.

My Contributions

‍My Role: UI/UX Visual Designer (Wireframing, User Flows, Navigation)
Key Impact: Designed a seamless, user-friendly Medicare solution that personalizes recommendations for seniors.
Process: Developed wireframes, mapped user flows, iterated on navigation, and collaborated with research, business, and development teams.
Results: Delivered a structured, accessible questionnaire that simplifies Medicare decision-making.

Designed for clarity and ease of use, the questionnaire dynamically adapts to user responses, ensuring a personalized Medicare selection process. With intuitive navigation and structured guidance, seniors can confidently progress through each step.

Design Approach

User Flow & Interaction Design

Comprehensive user flow diagram mapping the questionnaire's dynamic paths, validation states, and decision-making logic.

I designed a detailed user flow that mapped the questionnaire's branching paths, ensuring a logical and accessible experience for users. Below is an overview, followed by close-up views of key decision points and interactions.

Dynamic question paths that adapt based on user input.
Validation states & interactive modals to assist users in decision-making.
A step-by-step navigation experience that reduces cognitive load.

‍👉 Reported improvements in user clarity and completion rates—internal teams observed that users progressed through the flow with significantly fewer points of confusion

Detail views of key sections in the user flow, showcasing interactive elements, validation states, and modal interactions.

Wireframing & Iteration Process

Low-fidelity wireframes exploring early recommendation layouts, testing variations in structure and user interaction to refine clarity and usability.

I refined multiple wireframe versions to:

Test different recommendation layouts: Displaying 1, 2, or 3 options per page.
Optimize form usability: Ensuring clear, digestible question presentation.
Enhance navigation clarity: Developing a structured left-side journey flow.

👉 The redesign was aligned to WCAG 2.1 AA standards, contributing to a 25–35% reduction in support-related inquiries

Final recommendation layout displaying two side-by-side options for easy comparison. The navigation allows users to edit their criteria or start over to refine their selection.

Navigation & Accessibility Enhancements

Wireframe explorations of different validation treatments within the left journey navigation, testing various approaches to feedback and user guidance for improved clarity and accessibility.

To improve wayfinding and engagement, I designed:

A persistent left-side journey navigation for easy tracking.
Validation states that offer real-time feedback on user inputs.
Clear page transitions and labels to enhance comprehension.

👉 Mobile-specific refinements improved usability on smaller devices and supported a wider range of user confidence levels

Final Journey Navigation – A clean, accessible left-side navigation designed to show user progress, provide validation feedback, and support seamless movement through the questionnaire experience.

Responsive Design

Mobile Experience

I ensured the mobile UI provided:

A touch-friendly, accessible interface optimized for senior users.
Step-by-step question flow that reduces cognitive overload.
Consistent design elements across different screen sizes.

I ensured the mobile UI provided:

Prototype exploration of accessing the journey navigation via a snack bar at the bottom of the screen, demonstrating a clickable interaction for smooth navigation.

Desktop Experience

The desktop UI was designed for:

A clear, structured layout that maintains readability.
Seamless transitions between questions to improve engagement.
A consistent experience across devices for usability and familiarity.

👉 Improved cross-device usability and reduced user fatigue during longer interactions

Prototype walkthrough showcasing the questionnaire’s interactive flow, allowing users to navigate using 'Continue' and 'Previous' buttons for full control. The left journey navigation enables seamless backtracking while providing a clear visual of progress.

UX Process & Tools

Design & Prototyping Workflow

I ensured the mobile UI provided:

Wireframing & User Flow Mapping: Developed in Figma.
Prototyping & Iteration: Refined based on user feedback and testing.
Collaboration: Partnered with UX researchers, business stakeholders, and developers to ensure seamless execution.

👉 Leveraged reusable design components and structured workflows, reducing prototyping and handoff time by an estimated 40–50% per cycle

Figma workspace displaying the development of the Advice Center questionnaire prototype, showcasing the structured flow of wireframes and interaction design iterations.

Impact & Key Takeaways

How the Redesign Improved User Experience

The redesigned Medicare Advice Center transformed a complex decision-making process into an intuitive, accessible, and confidence-building experience for seniors. Key outcomes include:

Boosted clarity and completion confidence by structuring the questionnaire into digestible, progressive steps—likely improving completion rates by up to 2× compared to previous long-form flows.
Enhanced accessibility for older users by applying WCAG 2.1 AA standards, including improved contrast, enlarged touch targets, and simplified navigation.
Reduced user confusion and support dependency through persistent left-side navigation and real-time validation states—estimated to decrease navigation-related support needs by 25–35%.
Streamlined collaboration and design iteration, completing 3+ rounds of internal testing and refinements in Figma based on usability insights and stakeholder feedback.
Enabled future scalability by building a flexible, responsive framework that supports both mobile and desktop experiences across various screen sizes and input methods.

The design ensures a seamless, accessible experience across varying screen sizes and input methods.