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UX design for An enterpise benefits platform

  • My role:
  • Senior UX Designer
  • Team:
  • 2 Designers
    1 UX Lead

    1 PM

    8 Engineers
  • Date:
  • Spr 2022 - Jul 2023

Overview

Aon is a global professional services firm providing risk, reinsurance, retirement, and health solutions. The platform, Aon's The Benefits Solution (TBS) is an online benefits technology platform that helps employees manage their rewards and benefits while giving employers actionable insights to guide their strategy.

Despite its powerful capabilities, TBS struggled with several critical usability issues that impacted both employees and HR teams.

The Problem
  • Repetitive Data Entry
    The benefits enrollment process required employees to enter the same information multiple times across different screens, leading to frustration and abandonment.
  • Missing Self-Service Options
    Employees couldn't update their benefits or upload supporting documents independently. Everything went through HR, creating bottlenecks and delays.
  • Poor Mobile Experience
    The platform wasn't responsive. Mobile users faced a broken experience, and there was no native app integration despite growing mobile usage.
    ‍

3.5 M
‍

TBS helps manage over 3.5 million accounts across more than 90 countries.


52%
‍

According to Aon's Global Wellbeing Survey, 52% of employees would change jobs for better benefits.

    My Role

    I joined as the Senior UX Designer and focused on the improvement of the overall user experience of TBS. Working closely with product managers, engineers, and HR consultants, I was responsible for:

    • Conducting user research across multiple regions
    • Mapping existing user flows and identifying pain points
    • Designing improved workflows and new features
    • Creating responsive designs and iOS native app adaptations
    • Collaborating with cross-functional teams throughout implementation
    • Validating designs through usability testing and iteration
    Redesign Process

    I added clear confirmation steps, status indicators, and the ability to review changes before submission. This gives an opportunity for employees to have full visibility into their benefits status without needing to contact HR.

    Results & Impact

    The platform went from clunky and confusing to simple and intuitive. Fewer steps, fewer errors, less frustration. Employees now update their own benefits and upload files without waiting on HR. The improved platform became a competitive differentiator for Aon, helping them win new enterprise clients and retain existing ones.


    +23%

    in CSAT (Customer Satisfaction Score)


    86%

    Eighty-six percent of employees with benefits through Aon Benefit Experience reported overall satisfaction.


    -35%

    HR teams workload reduction

    What's Next?

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