As tax payers are require to prove health insurance coverage. This was a new law and customers were unsure what what was required and how will prove their situation. To most American, not only is the Affordable Care Act (ACA) law confusing so is the language is confusing. How do we guide customer though this complexity?
- Provide customers with targeted and conditional text.
- Break interactions down into digestible bites.
- Get the 80% of happy path customer through without exposing the complexity they need to address.