Transforming User Experience in Benefits Enrollment

This employee enrollment experience had remained largely unchanged for over seven years, leading to a complex, confusing process for employees. Project LUMOS was initiated to address these issues by modernizing the platform and ensuring that employees could confidently select and manage their benefits.

Objectives

Improve usability, accessibility, and personalization in the enrollment experience.
Increase user satisfaction and reduce “Enrollment Fatigue.”
Align the platform with current design standards and user expectations.

The Problem

The outdated enrollment experience led to:

73% Ease of Use
65% Comprehension
69% Satisfaction

Common user frustrations included a lengthy enrollment flow, challenging navigation, and complex information displays.

Approach

Our approach involved a user-centered design methodology:

User Testing: Conducted both moderated and unmoderated sessions to gain real-time insights and scale data collection.
Cross-Collaborative Design Sprints: A four-day sprint structure to rapidly ideate, prototype, and validate solutions.
- Day 1: Ideate & Map
- Day 2: Sketch & Decide
- Day 3: Prototype
- Day 4: Test
Personas Development: Tailored personas (e.g., “The First-Time Employee,” “The Near-Retirement Employee”) guided our redesign to meet diverse user needs.

The Solution

We streamlined the enrollment process by categorizing benefits, enhancing the clarity of options, and reducing on-screen text. The redesigned platform also introduced Olive, an AI-powered assistant to guide users.

Key Improvements

Modernized, streamlined navigation and layout.
New “Learn More” button to provide in-depth details without overwhelming users.
Personalized elements, including profile avatars and language preferences.
An intuitive plan comparison feature to make choices easier and more transparent.

Outcomes and Impact

User Feedback & Metrics

100% completion rate for enrollment.
System Usability Score (SUS): 98.21, indicating excellent usability.
Net Promoter Score (NPS): 100, reflecting strong positive recommendations.
Reduction in Enrollment Fatigue, with 71% of users completing the enrollment process efficiently.

Business Impact

120% net revenue retention, highlighting enhanced employer satisfaction with user experience.
Configurable benefit categories and linear workflows, allowing customization per client requirements.

Reflections and Next Steps

Project LUMOS set a new standard in user-centered design for benefits administration software. Future plans include integrating features with AI benefits assistance and additional benefits package options to further enhance the user experience.