Case Study

Employee Benefit Renewal

How I designed a Guided Self-Service tool that walks the user through a benefit renewal. The current process was very disjointed and users would get lost because of a lack of guidance from benefit to benefit.

Role

UX Design, Research

Duration

4-5 Months

Deliverables

Research, Customer Journey Sessions, Wireframes, Prototypes, UI/UX Design

The Problem

"When I try to make changes, I get lost because the UI doesn’t explain what to do next."

As an HR Admin, I need to process my company’s benefit renewal. When I try to make changes, I get lost because the UI doesn’t explain what to do next. Which makes me feel nervous and frustrated because my organization isn’t going to be ready for Open Enrollment and employees won’t receive benefits. (This puts a ton of stress on our support teams.)

Research insights

65-70% of yearly users require Cost Changes only

The tool should guide us easily through the enrollment experience.
We discovered there are many engineering constraints that need to be addressed, not only UX.
Currently, the UI was pieced together piecemeal, and each page did not have an intent, or instructions about how to proceed.
When users are confused, they typically just choose the cheapest option, this is bad because they might not have enough coverage for themselves or their family.

Design Process

We conducted multiple user interviews to understand the customer journey. This helped us identified pain points and gaps within the current process. Interviews were conducted multiple times per week over 2-3 sprints. Then began early sketchs and wireframes, then moved onto more visual design.

Outcome & impact

With the redesigned benefit renewal tool, the process went from a confusing, cumbersome task into a guided, intuitive process that clearly explains where the user is at each stage of the enrollment process.

My solution included a progress bar to show the user where they are in their task, as well as separate sections with status indicators to show what they need to accomplish. As you can see, we added helpful hints to the benefit details page to assist the user in making an informed decision.