Modernizing a Consumer Benefits & HR Platform for Mobile-First
This project spanned the entire Alight Solutions portal, focusing on simplifying complex experiences—including HR, benefits, and investment solutions. Simultaneously, the was a strong focus on mobile-first, accessibility, and multi-client white-labeling.
Challenge & Scope
The core challenge was transforming large sections of the legacy portal into a mobile-first, highly efficient, and WCAG AA compliant platform. Key complexities included:
Highly Sensitive Data: Designing experiences for benefits and banking software requires meeting stringent security and regulatory standards.
White-Labeling: The platform supports multiple Fortune 50 clients with a design system capable of brand matching, to win and retain multi-million-dollar contracts.
Efficiency: There is ample opportunity to bring efficiency to all user flows, while providing improved functionality.
My Role & Impact
As a Senior User Experience Designer, I had ownership over several high-value areas:
Platform Modernization: Led the modernization efforts for key existing applications, ensuring they were mobile-first and WCAG AA compliant.
Client Consultation & Sales Enablement: Consulted directly with Fortune 50 clients to update their white-labeled portals. My design work directly contributed to winning and retaining multi-million-dollar contracts by ensuring brand-matched, high-quality portal designs.
High-Volume Flow Redesign: Executed the end-to-end redesign for the employee benefits enrollment experience, transforming it into a mobile-first site that guides users through advice and benefits selection in 15 minutes or less.
Design System Contribution: Played a key role in modernizing the design system, presenting results to senior leadership, and driving organization-wide adoption.
Outcomes
The design improvements and modernization efforts resulted in significant increases in user efficiency and major operational cost savings:
User Throughput: Achieved a faster user flow, as measured by end-to-end task completion.
Operational Savings: Portal-wide design improvements resulted in a total decrease in call center volume.
Client Loyalty: Sales group feedback indicated markedly higher client loyalty and client employee satisfaction, directly supporting retention goals.
