Client — Decisely
Juno // Client Portal
Decisely is an insurance broker for small to medium sized businesses. Their biggest goal is making sure clients have the information they need to create their benefits packages each year.
Brief:
Enrolling in Benefits
In the current process:
3 out of 4 employees did NOT have access to their benefits on time.
Relationship Managers, HR Admins, and Insurance Carriers would spend up to a month rushing paperwork and new insurance cards to employees.
Employees that didn't have access to benefits on time, and had an emergency in that first month, often couldn't cover the cost of the stay. They would then have to deal with insurance carriers and hospital administration to sort through the mess.
Research:
What's the enrollment flow?
We wanted to understand why so many employees weren't completing their enrollment.
To help us get those insights:
We watched 20 enrollment walk-throughs with employees.
We interviewed 10 HR Admins, to understand the frustrations they had to deal with during a benefit enrollment period.
We interviewed 5 Relationship Managers, to understand the frustrations they had to deal with during a benefit enrollment.
——
We learned that:
15 / 20 employees
thought they had completed the enrollment, when they actually hadn't.
10 / 20 employees
did not opt-in to employer provided benefits.
4 / 20 employees
said they "felt confused" throughout the enrollment process and "weren't really sure what they were signing up for" and often just selected "the cheapest option".
8 / 10 HR Admins
said that they felt employees didn't trust them when it came to selecting and using their benefits, even though they felt it was the employees fault.
9 / 10 HR Admins
felt that it was the most stressful part of their job, and didn't look forward to the end of the year.
4 / 5 Relationship Managers
felt like this was a normal routine.
Solution:
Update the benefit enrollment experience so that employees have an improved understanding, and encourages completion within the enrollment window.
Metrics:
Determining success
80% increase
in the amount of employees that were completing the form with the new design.
Increase in comprehension
Employees felt more confident in the choices they were making, they know what was available and could find the information they were looking for much easier.
Drop in Late Fee's and confusion
HR Admins and Relationship Managers noticed a decrease in errors and fixes that needed to be made with Insurance Carriers after Open Enrollment ended.
