Dually Eligible Individuals Engagement
Human-Centered Design (HCD) is the process CMS uses to understand the experiences of people who interact with our programs and services. Instead of making decisions based only on what we think people need, we directly involve clinicians, patients, third-party vendors, federal partners, and CMS employees to collaboratively understand the context of their work and engagement with CMS. Through this collaborative approach, CMS gathers insights that directly shape our policies and programs. This ensures CMS services aren’t just technically correct but genuinely helpful in people’s everyday lives.
In the fall of 2020, CMS launched the Dually Eligible Individuals Human-Centered Design Customer Engagement to understand the experience of eligibility determination, redetermination, and renewal processes for the Medicare Savings Programs (MSPs). By conducting interviews and onsite visits, CMS collected firsthand insights from a wide range of external customers—including eligibility workers, advocates, consultants, beneficiaries, and caregivers—to capture their lived experiences with MSPs.
As a product of our research, we co-created the “Navigating the Medicare Savings Program (MSP) Eligibility Experience” illustration with our external customers to represent that winding one’s way through the MSP application, determination, and renewal processes is not simple.
The Dually Eligible Individuals Customer Engagement supports CMS’ commitment to improving care coordination for individuals enrolled in both Medicare and Medicaid, a priority for CMS.
Navigating the Medicare Savings Program (MSP) Eligibility Experience
"Navigating the Medicare Savings Program (MSP) Eligibility Experience" maps the complex and often inconsistent journey that individuals face when applying for, maintaining, or renewing MSP benefits. It highlights both the burdens and bright spots across five key steps — from pre-application through redetermination — emphasizing the roles of clients, advocates, and eligibility workers.
Page Last Modified:
07/31/2025 08:18 AM