Effortless employee benefits management by eliminating tedious workflows and ensuring error free efficiency

Effortless employee benefits management by eliminating tedious workflows and ensuring error free efficiency

Effortless employee benefits management by eliminating tedious workflows and ensuring error free efficiency

My role

My role

My role

Product Designer - UI/UX Designer

Product Designer - UI/UX Designer

Team

Team

Product Designer

Product Designer

1

1

UX Researcher

UX Researcher

1

1

Product Manager

Product Manager

1

1

Skills used

Skills used

Product thinking, User interviews, Usability testing, Information Architecture, Visual design, Prototyping

Product thinking, User interviews, Usability testing, Information Architecture, Visual design, Prototyping

Product thinking, User interviews, Usability testing, Information Architecture, Visual design, Prototyping

Status

In production

The Context

The Context

Our clients, HR professionals responsible for managing employee benefits such as health cover, claim assistance, and wellbeing workshops, were struggling with their processes. The existing workflows were tedious, and the available tool had limited functionality, making it undesirable to use.

Our clients, HR professionals responsible for managing employee benefits such as health cover, claim assistance, and wellbeing workshops, were struggling with their processes. The existing workflows were tedious, and the available tool had limited functionality, making it undesirable to use.

Updating members to the insurance policy is called endorsement

Updating members to the insurance policy is called endorsement

The Problem

The Problem

The reliance on manual intervention for communicating employee data for and ensuring action on that data for an endorsement led to inefficiencies and data errors. These errors and communication delays extended the turnaround time (TAT) for enrolling new employees and their dependents in health benefits, resulting in poor onboarding experiences. Additionally, the HRs lacked visibility over the entire process of endorsements and claims.

The reliance on manual intervention for communicating employee data for and ensuring action on that data for an endorsement led to inefficiencies and data errors. These errors and communication delays extended the turnaround time (TAT) for enrolling new employees and their dependents in health benefits, resulting in poor onboarding experiences. Additionally, the HRs lacked visibility over the entire process of endorsements and claims.

The reliance on manual intervention for communicating employee data for and ensuring action on that data for an endorsement led to inefficiencies and data errors. These errors and communication delays extended the turnaround time (TAT) for enrolling new employees and their dependents in health benefits, resulting in poor onboarding experiences. Additionally, the HRs lacked visibility over the entire process of endorsements and claims.

The Goal

The Goal

Address user points and streamline workflows by enhancing tool’s user experience and functionality to minimise manual intervention, reduce data errors, and speed up communication. Ultimately, which will lead to delightful employee onboarding experience and provide HR professionals with better oversight of the entire process.

Address user points and streamline workflows by enhancing tool’s user experience and functionality to minimise manual intervention, reduce data errors, and speed up communication. Ultimately, which will lead to delightful employee onboarding experience and provide HR professionals with better oversight of the entire process.

The approach

The approach

Root cause analysis

Root cause analysis

Our team of three conducted a thorough analysis of the existing workflows, identifying pinch points and inefficiencies. We held multiple user interviews with HR professionals and internal teams to gather comprehensive insights into their pain points and process understandings.

Our team of three conducted a thorough analysis of the existing workflows, identifying pinch points and inefficiencies. We held multiple user interviews with HR professionals and internal teams to gather comprehensive insights into their pain points and process understandings.

Prototyping and Usability testing

Prototyping and Usability testing

Based on our findings and analysing the deprecated dashboard user flow, I designed testable prototypes incorporating the value propositions we had defined. Also conducting usability tests to validate our hypotheses, documenting any misalignments and iterating on the solutions until we achieved a satisfactory prototype.

Based on our findings and analysing the deprecated dashboard user flow, I designed testable prototypes incorporating the value propositions we had defined. Also conducting usability tests to validate our hypotheses, documenting any misalignments and iterating on the solutions until we achieved a satisfactory prototype.

Beyond the scope

Beyond the scope

While I was entrusted with reshaping this tool and design new flows and make it desirable and usable, I also took the opportunity:

Actively participate in monthly business reviews, gaining nuanced insights that guided new feature decisions.

Attend mixer events to engage with HR professionals directly, gauging their satisfaction with our product.

Create marketing materials to promote and highlight the new features.

While I was entrusted with reshaping this tool and design new flows and make it desirable and usable, I also took the opportunity:

Actively participate in monthly business reviews, gaining nuanced insights that guided new feature decisions.

Attend mixer events to engage with HR professionals directly, gauging their satisfaction with our product.

Create marketing materials to promote and highlight the new features.

The impact

4 Days

4 Days

4 Days

Decrease the endorsement turnaround time (TAT) from 3 weeks to 4 days on an average.

Decrease the endorsement turnaround time (TAT) from 3 weeks to 4 days on an average.

62%

62%

62%

Increase in adoption of the new dashboard tool and it’s features.

Increase in adoption of the new dashboard tool and it’s features.

24%

24%

24%

Reduction in grievance calls from HRs regarding claims and endorsement status.

Reduction in grievance calls from HRs regarding claims and endorsement status.

20%

20%

20%

Increase in client retention for the following year

Increase in client retention for the following year