CASE STUDY | 2

Improving the Benefits Open Enrollment experience

Shortly after the merger of Ultimate Software and Kronos, UKG purchased a benefits software provider called EverythingBenefits, which helps employers manage benefits open enrollment for their organizations. I oversaw the content strategy and new design for the project, in coordination with a UX Designer and a UX Research team.

The goal was to make the open enrollment experience less taxing and cumbersome, not only for employees, who equated the process to doing taxes, but also for the HR teams managing the process on the backend.

Knowing that users often fail to notice help icons in the user interface, I adopted a more intuitive approach where the question mark icons were replaced with a question from the user’s perspective (how does this work?). Testing showed that users were more inclined to select the question. And, through progressive disclosure, the true-to-life examples really helped users understand how the medical terms and percentages work and can be applied to their personal needs and the needs of their family.

I also did a full re-write of the term definitions, bringing the reading scale down to, at most, a 6th to 8th grade reading level.

The feedback from user testing showed an improved understanding of the complex medical terms and plans, and a more intuitive flow from previous open enrollment experiences.