Designing a health & benefits platform of the future
Health & Benefits
Snapshot
Timeline
September 2024 - November 2024
Client
Health & Benefits Client
Industry
Health & Benefits
Role
UX Designer
Skills
Workshop Facilitation
Information Architecture
Prototyping
Overview
Our client, a provider of health, wealth, retirement & benefits solutions, came to our team at Slalom with a goal to accelerate its competitive position within the Health & Benefits market.
How? By modernizing their technology offerings through the development of a new, Software as a Service Platform. They didn't want to simply paint a shiny new coat over their current experience, which involved inefficient processes and technology. Instead, they wanted to push people to think about serving the Health & Benefits market differently.
Designing a product to challenge users to think differently - quite an exciting endeavor. Let's dive in.
How do we make a "product of the future"?
While there were months of discovery work with the client and end users completed before I onboarded onto the delivery phase of the engagement, I was able to start the project strong with one of my favorite UX activities: ideation workshops.
The Slalom UX team met with the client in Chicago for a 2-day workshop where I helped facilitate a variety of activities, from current state experience deep dives, to wading into competitor territory to identify competitive advantage points, to aligning on user personas & key journeys.
All of these activities with the client not only helped solidify where we're going, and how we're going to get there, but made them a part of this process too!
Setting up for success
Miro board from our multi-day ideation workshop, where we led our client through understanding the current state of the industry and aligned on key user personas & journeys
Current state experience workshop
Highlights
Functionality
Customer Support
Basic Performance
Pain Points
Bugs and technological constraints
Outdated & inconsistent UI
Manual processes
Competitive analysis workshop
Common Themes
Data visualization and insights
Goal setting and progress tracking
Personalized and customizable
Key feature identification workshop
Highlights
Identified and prioritized key tasks within different features
Empowered people to tap into their creativity!
Key takeaway: we learned that while each competitor has their distinct strength and weaknesses across different segments, the analysis showed that top providers are viewed quite similarly. In order to stand out in the industry, we must help our client not only establish the foundational elements common among competitors, but also identify and claim market differentiators that connot be easily replaced.
Idea to design
From our research and ideation sessions with our client and collaboration with Subject Matter Experts, we were able to take the H&B administration experience for Plan Sponsors and service providers that was previously hindered by sub-optimal technology solutions and design an entirely new product.
Below are some highlights of experiences I designed!
Plan Sponsor Onboarding
Observation: Research showed that onboarding is consistently noted as a poor experience, as it involves a combination of manual paperwork and outdated technology.
Outcome: Streamlined the plan sponsor onboarding experience by created a multi-step onboarding wizard, customized to capture the requirements based on the plan sponsor type.
Implementation Manager Dashboard
Observation: Implementation Managers lacked a way to manage accounts and work in one place.
Outcome: A comprehensive dashboard for Implementation Managers to see important statistics on plan sponsor statuses, along with a streamlined way to continue work and improve sales.
For more information about this project, please reach out to me at emme.enojado@gmail.com.
