Redesigning our most important pages to give users the information they need.
My Role
Senior User Experience Designer
As a recommendations engine for everyday users within their employment, scoping out health benefits can be confusing. Our software uses past claims to create the best options, empowering our users. Our main page that holds our health recommendations needed a refresh and was in need of an update: showing users other plan options beyond what is recommended and showing this in a seamless way.
Tools
Adobe XD, Figma, Jira
Project Background
For this open enrollment project, we focused on tackling client and employee feedback about the recommendation flow in benefits enrollment. The main issue was that users couldn’t easily switch to a different medical plan or waive coverage during the process. This led to a lot of confusion and extra work after enrollment.
The goal was to create a "low" option for the medical recommendation page to support pilot integration, with plans to build out a "high" option in the future. I stepped in when the original designer went on maternity leave and took on the challenge of delivering a solid design solution while navigating tight constraints.
Process
To begin, we had a multi-tiered process to ensure we were solving the problem correctly and holistically, working side-by-side with Product and the rest of the UX team. Our process involved the following:
Stakeholder Alignment
Collaborated with Product to define the scope and expectations.
Prioritized "low" option development while ensuring a clear roadmap for "high" option enhancements.
Research
Analyzed existing user feedback highlighting confusion during the recommendation flow.
Reviewed standards in similar offerings to benchmark potential solutions.
Ideation
Created low, mid, and high-fidelity wireframes to visualize solutions.
Iterated based on feedback from Product and cross-functional teams.
Collaboration
Held regular meetings with Product to refine design solutions.
Balanced design integrity with technical constraints.
Implementation
Designed features allowing users to:
Waive any benefit type, including medical, without exiting the recommendation flow.
Select alternative plans during the recommendation process.
Continue receiving recommendations for other benefit types after waiving one.
Design Work
For this project, I focused on creating designs that were user-centered, accessible, and consistent with native design patterns to ensure a seamless experience. My process began with understanding the core issues users faced and crafting solutions that addressed their needs while meeting business goals. The resulting design introduced several new capabilities that significantly improved the experience:
Compare Multiple Plans
Users could now compare a broader range of plans, not just the ones recommended, giving them more flexibility and confidence in their choices.Waive Coverage
A clear and easy-to-find option to waive coverage for any benefit type was added, including medical, so users no longer felt forced to accept recommendations they didn’t need.Access More Information
Users could dig deeper into each health plan, viewing details and benefits with just a click, empowering them to make more informed decisions.Improved Navigation
The option to skip to the next page in the recommendation flow was made much clearer, reducing confusion and frustration during the process.
Throughout the design process, I kept accessibility top of mind, ensuring the experience worked for all users. By leveraging native design patterns, the interface felt intuitive and familiar, making it easier for users to navigate and engage with the new features.
Conclusion
This project was all about solving real pain points in the benefits recommendation flow while juggling client needs and technical constraints. It was a collaborative effort across teams—there were definitely moments when the design team had to compromise and not get everything we wanted in the "low" option. But ultimately, we created a solution that made the process clearer for users, reduced admin headaches, and laid the groundwork for the "high" option to bring our full vision to life down the road. It was a great example of teamwork and making the best of what we had while planning for even better down the line.