People-First Enrollment Redesign
UX ResearchProduct Strategy
People-First Enrollment Redesign
Via Benefits · WTW · 2023
What happens when a product is designed around how the business works instead of how people think? For Medicare enrollees navigating health insurance, the answer was abandonment, frustration, and a flood of support calls that didn't need to happen.
45%
Faster time-to-convert
15%
Lift in total enrollments
50%
Reduction in rage clicks
33%
Increase in task completion
My Role
Lead UX Designer & Researcher
Timeline
Q2 2023
Team
1 Designer, 1 PM, 4 Engineers
Methods
FullStory Analysis, User Interviews, Usability Testing
Interested?