Product Design Intern @ Justworks:
Helping small business employees navigating life’s big moments with clarity and confidenceOn the Benefit – Health team, I led the redesign of the legacy employee insurance update experience from problem framing and user testing to design, enabling 170k+ employees of SMBs to retain access to high-quality health benefits during major life events (aka. QLE
OUTCOMESI delivered dev-ready prototype, research results, streamlining experience across two product lines of JW’s ecosystem to improve user retention, reduce support tickets and Ops work lift.
Side project – Designed and shipped a plan selection onboarding page with an engineer peer, reducing onboarding time and support outreach.
TEAM2 PMs
Content Designer
Software Engineers
Business Operations
TIMELINEMay - Aug 2024
Most of us experience a few Qualifying Life Events (QLE) at some point. You know, life stuff.
“Significant life changes that make individuals eligible to make health insurance changes outside the annual open enrollment period.”
A few QLE examples IRL
😢 🥰 🤯
Big life moments bring a lot emotions –the happy and the tough ones, plus the responsibility of updating health insurance.
Employees feel stuck –It’s like another overwhelming task on an already packed to-do list with DDLs and confusing forms.
It’s like another overwhelming task on an already packed to-do list with DDLs and confusing forms.
Over 170k+ employees rely on Justworks to manage their health insurance during these transitions. Unclear processes bring more stress to the users and increase support requests for Justworks Ops team.
HMW
Reimagine a guided experience to reduce friction and support users in managing health insurance with confidence during life events?
Break down 1 long form
Match the design with the first thing come up in the user’s mind.
User can explore new insurance options ahead of time to feel more confident with the upcoming changes.
Want to dive deeper into my design process ?
• Research •
Since the problem is not well-defined (no PRD), I started with talking to internal stakeholders
Auditing the legacy design and its information architecture
I audited current design in two product lines. Following guideline and principle in heuristic evaluation, we pin pointed areas that have the potential to improve user experience. I involved content designer in this process since the flow is information heavy.
METHOD TWO
Interviewing internal stakeholders/experts
I interviewed two PMs, Ops and customer support who worked on insurance update process for employee to gather insights and data about the user complain and complain, and area they think employee need the most support.
I designed two versions of low-fi prototypes to test with external users
To validate our assumptions such as user’s mental model when a QLE happen, the overall user experience of the flow, their response to view and select new insurance plans before receive admin’s approved, and identify area of improvement for copy (including the voice and tone)
Check out the detailed research plan here
OPTION A
OPTION B
OPTION A: QLE -> Update
OPTION B: Update -> QLE
OPTION A
OPTION B
Instead of “request QLE”, the first thing came to people’s mind is to “change my insurance”
Users know the term QLE only when they have prior experience. This is an opportunity to educate users the rights they have as employee.
Users need clear guidance when they are in the process, and also what’s after because insurance change is a big thing.
Taking care of business needs and adapting interactions to effectively handle different use cases while addressing user pain points
VISUALIZATION OF THE SYSTEM
VS.
For example, the flow and requirement are different when the user is updating their insurance due to birth of child versus getting married.
Thank you for stopping by!
Summer Intern @ Justworks