Lumos

What we tried to solve

• In Plansource, employees of client companies were using our employee side of our benadmin portal to enroll into their benefits.
• The portal and the enrollment flow are usually heavily used during the enrollment period and is left forgotten afterwards.
• The old enrollment flow we had was not intuitive enough that support team was bombarded with requests during this period and it often felt we were understaffed. Since it was a once in a year phenomenon hiring a huge pool of support resources was felt to be a huge OPEX overkill.
• So we had to tackle the huge amount of support requests raised without increasing OPEX and the solution was to make the flow intuitive enough the support requests were significantly reduced.

Who we designed this for

This was designed for employees of our client companies. The idea was to make the enrollment flow intuitive for them so that the need for support to complete the enrollment is significantly reduced..

Austin Skewers

Developer, Thrive

Austin has been part of Thrive development team for past 5 years. He use Benadmin to do his open enrollment each year. He handles a bunch of project and he finds it hard to find time to complete these chores every year. He also might not complete the entire flow in one sitting. He feels it would be great if we could simplify the process.

How we designed this

Our Enrollment flow was a bit outdated. When there was a business requirement to improve our appeal in market and reduce support requests we pushed the proposal to redesign the enrollment flow.
The idea was to modernise our enrollment flow to meet market standards. The old designs we had weren't responsive at all and we found out some of our competitors were supporting doing enrollments from even mobiles. We decided to accomodate the same as well.
We had discussions with a pool of actual users and figured out the bottlenecks they were facing with existing flow.

We decided to introduce packaged benefits to make the enrollments easier for the user. We also decided to go from a linear flow to a head and a spoke model to accomodate for users like Austin who don't complete the entire flow in one go.
Next we did a card sorting excercise sending the test users a fig jam board link and asking them to group the sections based on how they would udsually complete or how they want to complete filling.
Accordingly an Information Architecture structure was created and flows were created based on that.
We rigourusly tested the flows with users since it was a very critical function of our organization and changes were made based on crowd responses.
Finaly we improved the visual designs and the new enrollment was implemented by developers.
There were still some issues raised during this enrollment period. But we were able to fix things promptly and improve user confidence in the new flows.