(The original article was published in 2013 and new recommendations and references were added in 2017.)
The HealthCare.gov team has suffered what most web professionals fear most: launching a broken web application. This is particularly harrowing given the visibility of the website in question. The serious technical and data issues have been covered extensively in the media, so we won’t rehash those. Instead, in this article we focus on how to improve the account setup process. This is a user experience issue, but fixing it will also alleviate the site’s capacity problems.
Account Setup Usability Is Mission Critical
Account setup is users’ first taste of a service. A suboptimal account...