Healthcare.gov’s broken UX guidelines

[grow_thumb image=”http://telecareaware.com/wp-content/uploads/2013/10/now-panic-and-freak-out.jpg” thumb_width=”150″ /]Given the broken Healthcare.gov website, perhaps a silver lining lesson some of us can take from it, as we (in the US) wait and wonder, is what user experience (UX) usability guidelines it broke. From UX research/consultancy Nielsen Norman group is a ‘count the ways’ to ten. (A difference–the pictures of real people have been removed and replaced with cartoons, with wags bemoaning the loss of the anonymous ‘Obamacare girl’ on the home page, not depicted here.) The contention here is that the account setup is unnecessarily complex and may be contributing to the backend technology failure. HealthCare.gov’s Account Setup: 10 Broken Usability Guidelines  Hat tip to former EIC Steve Hards. (more…)