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User Interactions With Health Insurance Decision Aids: User Study With Retrospective Think-Aloud Interviews.

Wayne C W Giang1, Emma Bland1, Jeffrey Chen1

  • 1Department of Industrial and Systems Engineering, University of Florida, Gainesville, FL, United States.

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Summary
This summary is machine-generated.

Digital health insurance decision aids improve user confidence. However, prior knowledge significantly influences how individuals use these tools and their effectiveness in making enrollment decisions.

Keywords:
cognitive ergonomicsdecision aidsemployeehealth benefits planshuman factors engineeringinsurance, health

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Area of Science:

  • Health Informatics
  • Decision Science
  • Consumer Health

Background:

  • Low health insurance literacy and knowledge gaps hinder effective enrollment decisions.
  • Digital decision aids aim to improve understanding of plan options and guide choices.
  • Existing health insurance decision aids vary in design, content, and layout, impacting user choice.

Purpose of the Study:

  • To examine how individuals interact with guided virtual benefits counselors (VBCs) versus self-directed HR websites for employer-provided health insurance decisions.
  • To compare decision processes influenced by different information delivery methods in digital health insurance tools.

Main Methods:

  • 16 university employees participated in a user study comparing VBCs and HR websites for mock health insurance decisions.
  • Retrospective think-aloud interviews, cued by eye-tracking data, analyzed user interactions.
  • Pre- and post-experiment measures assessed health insurance literacy, knowledge, decision conflict, and system usability.

Main Results:

  • Both VBCs and HR websites improved health insurance knowledge and literacy.
  • Prior health insurance knowledge affected decision aid interaction and conflict levels.
  • VBCs were easier to use but had less information; HR websites offered more detail but were less intuitive, particularly for users with lower prior knowledge.

Conclusions:

  • Health insurance decision aids enhance user confidence in selecting and utilizing health plans.
  • User interaction with and benefit from decision aids are significantly moderated by existing health insurance knowledge, irrespective of information presentation format.