The Centers for Medicare and Medicaid Services (CMS) provides healthcare benefits to millions of people every year and their flagship website, Medicare.gov, receives 4.2 million monthly users. However, Medicare.gov was built on a myriad of aging technologies and was confusing to navigate. The site needed to be streamlined and updated to improve the customer experience while establishing more efficient backend workflows for agency staff. CivicActions, on behalf of CMS, led an enormous and complex modernization effort for a website that is vital to millions of Americans, with the end goal of making the site more human-centered and accessible.
