Product Design Intern @ Justworks:
Helping small business employees thrive while navigating major life changes
During my internship at Justworks, I had the opportunity to contribute to the company’s new initiative of building seamless experience across its product ecosystem.
As the company transitions from a single-product to a multi-product company, my primary project focused on designing a unified health benefit experience across two key products, PEO and Payroll. The goal was to streamline access to high-quality health benefits for employees of small businesses during major life events, through providing a cohesive platform that delivers a consistent user experience.
I delivered user research results, dev-ready interactive prototype using Justworks Design System, and presented to all members of Justworks at company-wide intern demo day. I also designed and shipped key flow of plan selection onboarding experience with an engineer peer as side project, reducing onboarding time and support requests. Recognized by managers across teams with positive feedback
Product Design Intern
Product Managers
Content Designers
Software Engineers
Business Operations
06. 2024 - 08. 2024
Figma
User-Testing.com
Background
These are called as Qualifying Life Events (QLEs).
Current experience & Impact Opportunities
The goals for the Benefit Team is platform & process unification
- Making Experience a Competitive Advantage: Offer a cohesive, end-to-end Justworks experience to customers and their employee, giving them a peace of mind during life transition
- Streamlining Qualifying Life Events (QLEs) processing: simplify the QLE process to reduce costs without scaling linearly and lay the groundwork for future automation, enabling Justworks to operate more efficiently.
HMW
Redefine employees’ Qualifying Life Event (QLE) request experience, and create
a single and seamless platform for both PEO and Payroll?
Research
Working closely with content designer, we formulated hypotheses to inform the design of prototypes:
Employees need clear guidance through the QLE request process due to its complexity - involving time-sensitive deadlines, extensive documentation, and multi-step procedures. This is especially overwhelming for employees navigating the QLE process for the first time.
02. Employee’s Mental Modal
When life changes occur, employees think about modifying their insurance coverage rather than specifically “requesting for QLE”
Prototyping for User Testing
- Validate employee mental model when a QLE happen
- Understand if users know the action they need to take for each step
- User’s response to view and select new insurance plans before receive admin’s approved
- Identify areas of improvement for content, including their voice and tone
02. Participants Criteria
- Employee who currently has health insurance with their company
- Employee who has access to any HR platform with their company
- Age: 20 - 50 years old
- Location: Currently living in the United States
- Used to request QLE (Optional)
Feel free to read the full user testing plan :)
VERSION A
VERSION B
Instead of “Requesting QLE”, the first thing that came to people’s mind is: “I want to change my insurance”
INSIGHT #2
Employee only knows the term “QLE” when they have prior experiences of submitting QLE.
INSIGHT #3
When QLE happened, instead of “requesting for QLE”, the first thing came to people’s mind is to make change to their insurance
Stepping Back
Based on resources and discussion from operation and customer support, I categorized all QLE cases into three case groups based on what users are required to submit:
Employee can select one from a few documents to submit
CASE GROUP #2
Employee can select one from a few documents to submit
CASE GROUP #3
Employee need to submit required documents, plus supporting documents from a few options