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Problem

Combating fraud, waste and abuse in health care is a priority across organizations, especially for the Centers for Medicare and Medicaid Services (CMS). The major challenges facing CMS revolved around accessibility to fraud prevention resources and minimal stakeholder education on program integrity.

Process

To support the Centers for Medicare and Medicaid Services (CMS), FMG teams worked together to identify priority audiences and accessibility trouble spots. FMG completed website user testing involving qualitative interviews, and performed Google analytics analyses across CMS.gov. The research led to enhanced message strategies on overall perception of the Center for Program Integrity (CPI) and a recommendations matrix focused on prioritized areas.

In partnership, CMS and FMG prioritized the redesign of the CPI web pages. The fresh look and feel improved site navigation by emphasizing the user’s identity as an initial touch point and made key fraud-prevention resources easier to find.

Impact

The website serves as the primary arm for delivering fraud, waste and abuse prevention resources. By focusing on the user experience, we developed more robust content strategies for this vital channel to support CMS’s education to providers and organizations.

Partner With FMG

John Low, Vice President, Human Capital FMG

John Low

Vice President, Human Capital

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