NCDHHS Medicaid Connect Portal Redesign
Client: NCDHHS
Original Medicaid Connect Homepage
The original Medicaid Connect portal was difficult to navigate, especially for users with limited technical experience or accessibility needs. The interface was outdated, non-responsive, and overly complex. This lead to confusion, drop-offs, and increased reliance on support channels.
The system also needed to support third-party app developers and healthcare payers accessing data via API, yet the design lacked clear entry points or guidance tailored to those distinct user groups.
Key Challenges
A legacy interface that wasn’t mobile-friendly or ADA-compliant
Fragmented user flows for consent, login, and data access
Dense content with little hierarchy or visual clarity
No consistent design system or scalable components
Project Goals
Simplify and modernize the user experience across all devices
Create clear, guided workflows for registration, consent, and API use
Improve content hierarchy and information architecture for faster task completion
Deliver a responsive, scalable design system within Amida’s framework
Process
1. Prioritizing Mobile Usability
User feedback and internal metrics showed the mobile experience was especially frustrating. I adopted a mobile-first design approach, restructuring layouts to prioritize clarity, tap-target sizing, and responsive behavior across devices.
Old Design:
On mobile, all key actions, like sign in and registration, were hidden behind a hamburger menu, making critical tasks hard to access. On desktop, redundant navigation elements created confusion about where to begin. The design also relied on dated illustrations, missing the opportunity to create a more welcoming, human-centered experience.
2. Streamlining Information Architecture
The legacy site had fragmented pages and unclear pathways for users. I restructured the content to:
Bring key calls-to-action (like “Sign In” and “Register”) to the forefront
Group related user tasks together logically (e.g., separating Beneficiaries, Developers, and Payers into distinct flows)
Reduce cognitive load with clearer page hierarchy and navigation
New Design:
This mobile-first redesign was driven by user feedback highlighting pain points in navigation and task completion. I streamlined the architecture to remove redundant paths and surfaced key actions upfront. The visual language was updated with real photography and accessible components to create a more intuitive and human-centered experience.
3. Humanizing the Experience
The original portal used generic illustrations and sterile visuals. To build trust and relatability, especially for Medicaid beneficiaries, I introduced photography featuring diverse people in everyday settings. This subtle shift made the experience feel more personal and approachable.
Old Design:
New Design:
4. Applying a Scalable Design System
Using Amida’s Design System as a base, I developed:
Flexible layout templates for desktop and mobile
Accessible UI components with consistent spacing, contrast, and form patterns
A simplified visual language aligned with state and federal branding
Reflection
This project reinforced the value of designing mobile-first and advocating for accessibility from day one. It also highlighted the importance of simplifying for a diverse audience. Many users weren’t tech-savvy, and small changes (like clearer CTAs and friendlier visuals) had a big impact on trust and usability.
Homepage Desktop
Homepage Mobile
Registration Page Desktop
Registration Page Mobile
Information Page Desktop
Information Page Mobile (collapsed accordion)
Information Page Mobile (open accordion)
Beneficiary Registration Page Desktop
Description Beneficiary Registration Page Mobile
User Dashboard after login Mobile
User Dashboard after login Mobile (open menu)