Client:

The Centers for Medicare & Medicaid Services (CMS)

Industry:

Healthcare

Services:

Digital Modernization

Next-Gen Analytics and Data Management

Results Management

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Key Figure:
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• 24.2 million people with Marketplace coverage in 2025, up more than 15% from previous year

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Summary:

Tria’s Web Accounts and Apply Services (WAAS) team leads the development, enhancement, and ongoing stewardship of the Accounts and Apply/Marketplace Eligibility Application (MEA) digital products that power critical experiences on HealthCare.gov.

These products form the backbone of an interconnected, end-to-end user journey, supporting tens of millions of people as they navigate eligibility and account management across the nation’s leading healthcare marketplace.

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‍Challenge: Complex Ecosystem Must Efficiently Serve Millions of Americans

WAAS operates within a hybrid ecosystem of legacy and modern applications that must remain responsive to frequent policy changes while enabling millions of people to easily enroll in health insurance through the Federally Facilitated Marketplace (FFM). This mix of interdependent systems must function seamlessly and scale reliably to support national enrollment needs.

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Solution: Tria Meets the Challenge

Tria combined Human Centered Design (HCD) and the Scaled Agile Framework (SAFe) to deliver impactful modernized enhancements. Guided by user needs, every interface and feature emphasizes clarity, accessibility, and satisfaction. SAFe practices accelerate delivery and improve transparency and adaptability, ensuring the system evolves efficiently alongside shifting policy and operational requirements.

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Outcome: Healthcare.gov Modernization

We launched a series of modernizations and redesigns for the account management experience to foster consistency across HealthCare.gov. This modernization includes a streamlined account home with improved messaging on next steps for applications, easy access to manage account settings and preferences, an updated messages section where consumers can access Marketplace notices, and an application-focused section that simplifies access to application history. These updates also bring mobile optimization into the account management experience to align with the existing mobile application and streamline navigation. Tria played a key role in supporting the 24+ million consumers selecting affordable coverage during the enrollment period for plan year 2025, including more than 17 million HealthCare.gov plan selections. We continue to provide support, with ongoing responsiveness to CMS’ 2025 Integrity and Affordability Rule and the One Big Beautiful Bill Act provisions.

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