HealthEquity Client Renewal Process

Task

Create a path for clients to renew their services online with no need for a phone call to their representative.
The process should cover all manner of HealthEquity accounts, including HSA, FSA, etc.
Build the prototype using the Tyrian design system.

Persona

Client

They are a generalist, likely not an HR specialist.
They are comouter literate and serve 50 or more employees.
They usually stick with the same plan from the previous year but may need to make some changes.

Analytics

This is a new feature for users. Business analysts predict the users will be on desktop so that's targeted for MVP launch. The first batch of users will be a small group and we'll gather analytics and user feedback after they've used the product. The timeline did not allow for user testing.

Goals

Deliver MVP designs to business analysts for testing and validation.
Create a multi-page form which allows the user to review the previous plan before renewing the contract. This was not previously the case.
At the end of the process, users will be able to review the list of outstanding renewals.

User Flows

Users will receive an email informing them that it is time to renew their account(s) with a link to the portal.
Users will log in and see a list of their accounts that are eligible for renewal. Upon clicking an account, a wizard will launch, walking users through a few basic questions. The system will determine if the account is eligible for a simple renewal or if there are significant changes and move the user into the appropriate flow. Once in the flow, the user can jump to the end at any point if they know there are no other changes.
At the end, the user is presented with a screen detailing the plan with any changes marked. If everything looks good to the user, they can submit and move to the next account. If they need to make a change, buttons are there to jump them to the exact sction they want to change. Once the changes are approved, they're routed back to the screen that lists contracts available for renewal.

Observations and Lessons Learned

The complexity of the task was mostly due to legal rules regarding health accounts.
I was thankful to have a design system for this project. It allowed me to really focus on designing the experience.
We had a robust system for user testing at HealthEquity. Unfortunately, this project timeline did not allow for that. I really enjoyed interacting and learning from users in other tests we conducted.