Research




Starting with auditing the legacy flows and information architecture of both platforms 



I reached out to internal stakeholders (product mangers, operations, and customer support team) to pull relevant data and insights on what works well, and current pain points where employee needs the most support. 

Working closely with content designer, we formulated hypotheses to inform the design of prototypes:



01. Guiding Employees Through a Complex Process
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”