Wyoming Medicaid Handbook | Neo Digital Studio

Wyoming Medicaid

Wyoming Medicaid and Kid Care CHIP Handbook

SINCE THE AUGUST 2024 LAUNCH

+34%

Beneficiary Understanding

+48%

Digital Access and Downloads

+40%

Reduction in Call Center Inquiries

+23%

Timely Benefits Utilization

+60%

Engagement with Target Audiences

+18%

Improvement in Policy and Resource Updates Accuracy

Wyoming Medicaid and Kid Care CHIP are essential programs that provide critical healthcare resources and support to residents across the state, ensuring access to medical care for adults, pregnant women, and children. These programs are lifelines for individuals and families, offering coverage and guidance to improve overall health and well-being.

To enhance the accessibility and usability of these services, we partnered with the State of Wyoming to develop three comprehensive handbooks tailored to the specific needs of key populations: adults, pregnant women, and children. These handbooks serve as essential guides, empowering beneficiaries with clear, actionable information on how to navigate Medicaid and Kid Care CHIP benefits, locate resources, and maximize their healthcare coverage.

The handbooks will be available in both digital and print formats, ensuring they are accessible to a diverse audience. Each guide is thoughtfully designed to provide straightforward, user-friendly instructions, aligning with Wyoming’s commitment to supporting its residents in achieving better health outcomes. Our collaboration reflects a shared vision of improving healthcare access and education for those who rely on these vital programs.

The Challenge

When we began working with Wyoming Medicaid and Kid Care CHIP, it became clear that existing resources for beneficiaries, adults, pregnant women, and children, were not meeting their full potential. While some information was available, it was fragmented, difficult to navigate, and not tailored to the unique needs of these groups. Beneficiaries often struggled to understand their benefits, locate resources, or access care efficiently. Wyoming Medicaid sought to address these issues by creating a set of handbooks that would simplify and clarify essential information, ensuring that residents could make the most of their coverage. Our goals for the project were to:

Create three distinct handbooks tailored to the needs of adults, pregnant women, and children, with clear and concise information on eligibility, benefits, and resources.

Ensure the handbooks are easy to understand, visually engaging, and compliant with accessibility standards to serve diverse audiences, including those with limited health literacy.

Deliver handbooks in both digital and print formats to accommodate beneficiaries with varying levels of digital access and preferences.

Include practical tools such as checklists, step-by-step instructions, and contact directories to help beneficiaries easily access care and services.

Standardize the language and structure across all three handbooks while addressing the specific needs of each target group to ensure cohesive messaging.

Establish a system that allows Wyoming Medicaid to update content efficiently and expand the handbooks as policies, programs, and services evolve over time.

This project aimed to transform how Wyoming Medicaid and Kid Care CHIP beneficiaries access and utilize information, fostering better healthcare outcomes and empowering residents to take full advantage of

their benefits.

Our Approach

Given the unique challenges of creating comprehensive, user-friendly handbooks for Wyoming Medicaid and Kid Care CHIP beneficiaries, we recognized the importance of collaboration and tailoring our approach to meet the needs of distinct audiences—adults, pregnant women, and children. To achieve this, we:

Conducted workshops and interviews with stakeholders, including Medicaid program administrators, healthcare providers, and beneficiaries, to identify information gaps, user needs, and opportunities for improvement.

Developed a structured feedback system with the Medicaid team at its core, supported by subject matter experts, community representatives, and state leadership, ensuring a well-rounded perspective throughout the process.

Organized dedicated teams to focus on key aspects of the handbooks, such as content clarity, visual design, accessibility standards, and bilingual requirements.

Conducted bi-weekly reviews with stakeholders to share progress, explain key decisions, and gather feedback to refine content and design.

Piloted draft versions of the handbooks with focus groups representing each audience to gather insights and ensure the materials met user expectations.

Hosted weekly office hours to provide updates, address questions, and guide Medicaid staff through the content creation and review process.

This collaborative and user-focused approach allowed us to create handbooks that are clear, accessible, and aligned with Wyoming Medicaid’s mission to support residents in accessing essential healthcare resources.

Solution

Neo's solution for Wyoming Medicaid and Kid Care CHIP extended beyond the creation of handbooks, we transformed how the program communicates with beneficiaries and supports them in accessing healthcare resources. The handbooks are designed to be clear, user-friendly, and accessible while incorporating a robust infrastructure that ensures content accuracy, ease of use, and adaptability for future needs. Highlights of the solution include:

Each handbook—designed for adults, pregnant women, and children, addresses the unique needs and concerns of its audience, providing targeted guidance on navigating Medicaid benefits and resources.

Simplified layouts with engaging visuals and easy-to-follow language ensure that beneficiaries of all literacy levels can understand and utilize the information effectively.

The handbooks are available in both digital and printed formats, meeting the diverse preferences and access needs of Wyoming residents, including those in rural areas.

Handbooks are provided in English and Spanish to accommodate Wyoming’s bilingual population, ensuring inclusivity and effective communication.

Features such as quick-reference guides, FAQs, and contact directories allow users to find the information they need quickly and efficiently.

Designed with a flexible framework, the handbooks can be easily updated to reflect changes in Medicaid policies or program offerings, ensuring long-term usability.

This comprehensive solution empowers beneficiaries to better understand and utilize their Medicaid benefits while enhancing Wyoming Medicaid’s ability to communicate effectively and support residents in achieving healthier outcomes.

Technical Details

A structured content framework that allows Wyoming Medicaid staff to easily update and customize handbook sections using shared templates and components for consistent formatting and design.

Full support for English and Spanish translations, designed to meet Section 508 accessibility standards to ensure inclusivity for users with diverse needs.

Handbooks are optimized for both online access via responsive PDFs and high-quality print production, ensuring seamless distribution across different formats.

Built-in content management tools to track updates, manage multiple versions of handbooks, and streamline the process of incorporating policy or program changes.

Enhanced navigation tools in the digital versions, such as clickable table of contents, internal links, and quick-access buttons for key resources, to improve user experience.

Inclusion of centralized directories with pre-verified contact information for local healthcare providers, Medicaid offices, and community resources, updated in real-time for accuracy.

Hosted on a secure platform with features like role-based access for content creators and administrators, ensuring data integrity and secure sharing with external partners.

A flexible architecture that allows Wyoming Medicaid to add new sections, audiences, or functionality as program needs evolve, ensuring the longevity of the handbooks as a resource.

This technical infrastructure ensures that the handbooks are user-friendly, scalable, and adaptable, providing lasting value to Wyoming Medicaid beneficiaries and administrators alike.