Health Savings Account Unified platform

HealthEquity

The HealthEquity participant platform enables employees to efficiently manage their Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other pre-tax benefit programs. Today this is a fragmented experience across multiple legacy systems that serve 20+ million members. The challenge is to create a unified seamless experience that builds trust and reduces friction.

My Role
Product designer
Lead software architect
Prototyping

Problem

Fragmented experience across
multiple products

With the HealthEquity and WageWorks merger, the team was tasked with creating a unified participant experience. In order to move fast the MVP was a central dashboard which linked the existing legacy applications. The solution still needed to address the entire experience across HSA, FSA, and Commuter platforms. The current fragmented experience lacked basic usability standards, disrupted common task flows and created confusion. This was a frustrating experience and led to an increase in support calls.

Solution

A unified platform that is scalable,
flexible and consistent

During the design phase I restructured the overall architecture to provide a seamless user experience for all major products in one platform. Some areas I focused on:

  • Merging products like HSA, FSA etc using a user centric strategy

  • Simplifying the overall navigation

  • Ensuring scalability across different accounts

  • Making it easy for both new and existing customers

Reducing friction, de-duplication and
creating efficient workflows

It was critical for users to complete various tasks across multiple products without needing to switch between different accounts. Our strategy would streamline the enrollment process across various, allow participants to effortlessly access and register in many offerings available, ensuring a smoother and more user centric experience.

A modular and scalable design system that builds trust and familiarity

I established the design system and principles for the entire platform to create a consistent experience for our users. This was essential to build trust, reliability, familiarity and connect multiple products. It was created in collaboration with engineering to ensure efficiency in development as the platform evolves with growing needs.

Take Aways

Incorporating user feedback throughout our design process helped us get a better understanding of current gaps, needs to create efficient workflows. Investing time and resources in foundational efforts and a design system are critical to ship efficiently, faster without sacrificing on quality.

Success Metrics

  • Time for user enrollment and claim filing should be less than 80%

  • Positive rating with new experience should be more than 90%

  • Support tickets should reduce more than 25%

HealthEquity, Unified platform

The HealthEquity participant platform enables employees to efficiently manage their Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other pre-tax benefit programs. Today this is a fragmented experience across multiple legacy systems that serve 20+ million members. The challenge is to create a unified seamless experience that builds trust and reduces friction.

My Role
Product designer
Lead software architect
Prototyping

Problem

Fragmented experience across
multiple products

With the HealthEquity and WageWorks merger, the team was tasked with creating a unified participant experience. In order to move fast the MVP was a central dashboard which linked the existing legacy applications. The solution still needed to address the entire experience across HSA, FSA, and Commuter platforms. The current fragmented experience lacked basic usability standards, disrupted common task flows and created confusion. This was a frustrating experience and led to an increase in support calls.

Challenge

A unified platform that is scalable, flexible and consistent

Our challenge is merging various web applications into a cohesive user experience. To address this, I focused on:

  • Unifying the design language and user interface across all applications

  • Streamlining navigation for easy access to essential features

  • Conducting user research to identify pain points and preferences

  • Iterative testing to refine and validate the design

Solution

A unified platform that is scalable,
flexible and consistent

During the design phase I restructured the overall architecture to provide a seamless user experience for all major products in one platform. Some areas I focused on:

  • Merging products like HSA, FSA etc using a user centric strategy

  • Simplifying the overall navigation

  • Ensuring scalability across different accounts

  • Making it easy for both new and existing customers

Reducing friction, de-duplication and
creating efficient workflows

It was critical for users to complete various tasks across multiple products without needing to switch between different accounts. Our strategy would streamline the enrollment process across various, allow participants to effortlessly access and register in many offerings available, ensuring a smoother and more user centric experience.

A modular and scalable design system that builds trust and familiarity

I established the design system and principles for the entire platform to create a consistent experience for our users. This was essential to build trust, reliability, familiarity and connect multiple products. It was created in collaboration with engineering to ensure efficiency in development as the platform evolves with growing needs.

Take Aways

Incorporating user feedback throughout our design process helped us get a better understanding of current gaps, needs to create efficient workflows. Investing time and resources in foundational efforts and a design system are critical to ship efficiently, faster without sacrificing on quality.

Success matrices

  • Time for user enrollment and claim filing should be less than 80%

  • Positive rating with new experience should be more than 90%

  • Support tickets should reduce more than 25%

HealthEquity, Unified platform

The HealthEquity participant platform enables employees to efficiently manage their Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Commuter and other pre-tax benefit programs. Today this is a fragmented experience across multiple legacy systems that serve 20+ million members. The challenge is to create a unified seamless experience that builds trust and reduces friction.

My Role
Product designer
Lead software architect
Prototyping

Problem

Fragmented experience across
multiple products

With the HealthEquity and WageWorks merger, the team was tasked with creating a unified participant experience. In order to move fast the MVP was a central dashboard which linked the existing legacy applications. The solution still needed to address the entire experience across HSA, FSA, and Commuter platforms. The current fragmented experience lacked basic usability standards, disrupted common task flows and created confusion. This was a frustrating experience and led to an increase in support calls.

Challenge

A unified platform that is scalable,
flexible and consistent

Our challenge is merging various web applications into a cohesive user experience. To address this, I focused on:

  • Unifying the design language and user interface across all applications

  • Streamlining navigation for easy access to essential features

  • Conducting user research to identify pain points and preferences

  • Iterative testing to refine and validate the design

Solution

A unified platform that is scalable,
flexible and consistent

During the design phase I restructured the overall architecture to provide a seamless user experience for all major products in one platform. Some areas I focused on:

  • Merging products like HSA, FSA etc using a user centric strategy

  • Simplifying the overall navigation

  • Ensuring scalability across different accounts

  • Making it easy for both new and existing customers

Reducing friction, de-duplication and
creating efficient workflows

It was critical for users to complete various tasks across multiple products without needing to switch between different accounts. Our strategy would streamline the enrollment process across various, allow participants to effortlessly access and register in many offerings available, ensuring a smoother and more user centric experience.

A modular and scalable design system that builds trust and familiarity

I established the design system and principles for the entire platform to create a consistent experience for our users. This was essential to build trust, reliability, familiarity and connect multiple products. It was created in collaboration with engineering to ensure efficiency in development as the platform evolves with growing needs.

Take Aways

Incorporating user feedback throughout our design process helped us get a better understanding of current gaps, needs to create efficient workflows. Investing time and resources in foundational efforts and a design system are critical to ship efficiently, faster without sacrificing on quality.

Success matrices

  • Time for user enrollment and claim filing should be less than 80%

  • Positive rating with new experience should be more than 90%

  • Support tickets should reduce more than 25%