Mercer
Marketplace 365+
Visual design system development and web design.
My role
Consulted with Mercer to create the design strategy for the enrollment process for the MM365+ platform. By employing the insights gathered from user testing, I incorporated fundamental product distinctions into the portal, resulting in a user-friendly experience that provides guidance at every stage of the user journey.
The platform
MM365+ is currently a multi-tenant platform that allows clients to construct their customized benefits portal utilizing pre-designed user journeys and content that can be configured to meet their specific audience, brand, and product requirements.
The Challenge
The Expert Guidance (EG) enrollment flow is presented as a separate route, instead of seamlessly integrated into the enrollment flow. Surprisingly, despite efforts to educate and prompt users about the EG path, statistics show that only one in four individuals actually choose this beneficial option. Additionally, there is a high rate of abandonment at 75%, indicating that users may feel disoriented by the overwhelming number of questions and opt out of available options for benefits.
Solution
Integrating Expert Guidance enrollment flow as the primary or default enrollment path, and focus on providing a user-friendly experience with a manageable number of questions. Additionally, making coverage plan recommendations based on user decisions, both during enrollment and at the end to confirm user input. This approach prioritizes simplicity and guidance throughout the enrollment process.
Proposed EG User Flow
Landing page
Expert Enrollment
Beneficiaries Benefits
