Improving the Benefits Tool User Experience
The BSS (Benefits) tool is a multifaceted platform. Designed to assist users in understanding and comparing their benefit options, its complexity warranted a comprehensive user experience study to ensure the platform is efficient, intuitive, and user-friendly.
The Team
Product, Design, Engineering
My Role
Lead Researcher including recruiting initiatives.
The Challenge
Given feedback from prior users who sought an optimized experience in selecting and contrasting benefit options, the team faced the challenge of improving discoverability and usability.
The Approach
Research Background: Initial feedback showcased a need for improved navigation and display of options on the home screen. The research's core was to validate these proposed solutions and ensure that users found the navigation process enhanced.
Methodology: Using a prototype crafted in InVision, I facilitated 60-minute usability studies. Conducted remotely via Microsoft Teams, these sessions gleaned insights from participants about their experiences with the BSS tool. Key tasks, such as renewing strategies and understanding the dashboard, formed the essence of these interviews.
Key Findings
The BSS tool is primarily used once yearly, necessitating a more structured and guided user experience.
The filter feature's intricacies were ambiguous for many users.
Navigation tabs, meant to streamline the experience, went unnoticed.
Users sought further validation before making pivotal changes, reflecting a desire for increased accuracy assurance.
Recommendations
To enhance the user experience, I suggested:
Amplified guidance throughout the tool.
Contextual additions to tasks for user clarity.
Previews to set user expectations right from the start.
The Road Ahead
While the study pinpointed several areas of enhancement, it underscored the need for continued research. A deeper dive into individual user groups would help tailor the experience to the unique challenges and requirements of each segment. The research illuminated paths to refine the tool, ensuring that it remains a paragon of usability in its domain.