Authors: John Holguin, Jeffrey Chen, Alexa Ajello
Faculty Mentor: Dr. Wayne Giang
College: Herbert Wertheim College of Engineering
Low health insurance literacy and lack of knowledge are among the most common obstacles preventing informed health insurance enrollment decisions. Websites are common digital sources of information, but Virtual Benefits Counselors (VBC), decision-aids that attempt to guide users through the enrollment decision process, are now also used. However, little is known about how these different sources of information support users’ decision strategies. The goal of this poster is to describe the process used to understand and compare user interaction strategies with VBC decision aids information provided on Human Resources (HR) websites. Transcript data was taken from a think-aloud experiment where participants verbalized their thoughts while interacting with one of the two systems while making an enrollment decision. This data was coded using a preliminary set of categories: decision-making, information search, and navigation. After the initial categorization of data, further sub-categories were derived to accommodate emerging patterns of factors through discussion of the research team. The process revealed several important decision factors considered by participants, including coverage, financial considerations, and prior knowledge; different information search strategies were also identified. These results will help us understand and support how individuals navigate health insurance information to make informed decisions.