Designed and launched a comprehensive B2B portal that streamlined insurance management for HR teams, resulting in 65% reduction in support tickets and 40% faster enrollment processes for 500+ client organizations.
Fewer Support Tickets
Faster Enrollment
Client Organizations
User Satisfaction
HR teams at client organizations were struggling with a fragmented insurance management experience. They had to navigate multiple systems, rely heavily on phone support, and faced lengthy enrollment processes that frustrated both administrators and employees.
Lead UX Designer responsible for end-to-end design strategy, user research, information architecture, and interface design. Collaborated closely with product managers, developers, and client success teams.
A comprehensive self-service portal that centralizes all insurance management tasks, provides real-time insights, and guides users through complex processes with intuitive workflows and contextual help.
8-month project with a cross-functional team of 2 designers, 4 developers, 1 product manager, and ongoing collaboration with client success and sales teams.
HR administrators spent 3-4 hours per week on insurance-related support calls and emails
Employee enrollment took 2-3 weeks due to back-and-forth communication and manual processes
Lack of real-time visibility into enrollment status and plan utilization metrics
Needs quick access to enrollment data and employee support tools
Requires detailed reporting and plan comparison capabilities
Needs simple workflows for routine enrollment tasks
Restructured complex insurance workflows into logical, task-based navigation patterns.
Created low-fidelity wireframes focusing on content hierarchy and user task completion.
Developed a cohesive design system that balanced professional aesthetics with usability.
Conducted moderated testing sessions with HR administrators to validate design decisions.
Worked closely with development team to ensure design fidelity and optimal user experience.
Single view of all insurance plans, enrollment status, and key metrics with customizable widgets for different user roles.
Streamlined employee onboarding, plan selection, and life event processing with automated workflows and notifications.
Centralized repository for all insurance documents, forms, and resources with smart search and categorization.
Real-time insights into plan utilization, costs, and employee satisfaction with exportable reports and trend analysis.
This project showcases my approach to complex B2B product design and stakeholder management. I'd love to discuss the detailed methodology and share more insights from this engagement.