• Research •
I started by talking to internal stakeholders since the problems are not well defined (no PRD)
I 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 experts (PMs, designers, Ops, etc.) to gather insights and secondary data on the benefits management flow designed for life events.
I scheduled multiple meetings with them to ask clarifying questions — past product requirements, common areas of complaint, and their vision for what employees need most.
Primary takeaways that shaped what and how I planned to test with users
The form-heavy experience lacks structure and guidance. It feels overwhelming rather than helpful when users is already navigating a complex and high-stakes process—filled with deadlines, documentation, and unfamiliar terms.
TAKEAWAY TWOThe IA may not match users’ mental model.
“I want to make changes to my insurance” vs. “”I had a QLE”. Which one comes to users’ mind first, and the entry point aligns with how they think?
TAKEAWAY THREEThe emotional context of life events is often overlooked in the UI and language used.
Not all life events are joyful. Some, like divorce or the loss of a loved one, are emotionally difficult. The language, tone, and visual design of the interface should reflect empathy and provide a sense of support.