About
Via Benefits is a comprehensive desktop and mobile application that enables individuals to easily access and manage their Health Benefits accounts. Users can check their account balances, view recent activity, request reimbursements or withdrawals, and perform a variety of other tasks through an intuitive interface.
Project Transformation
This project involved a complete overhaul of the existing website, which was previously cumbersome and not user-friendly. To address these issues, we initiated extensive brainstorming sessions with key stakeholders, including Product Managers, Subject Matter Experts (SMEs), and Designers. These collaborative efforts took place in boardrooms over several days and nights, fostering a creative environment to generate ideas.
During the discovery phase, we developed a user journey map to establish a cohesive "happy path" that would enhance the user experience. This mapping guided our understanding of the essential steps users would take when interacting with the application.
Project Information
- Company : Willis Towers Watson
- Length : 2017-2019, 2 years
- Category : Health Reimbursement Benefits
- Persona : Employees with HSA, FSA, DCRA
- Devices: Desktop and Mobile
Prioritization
We conducted a series of working sessions to identify the primary reasons users would log in to the website. This process informed our user story mapping and helped us define detailed requirements based on user intentions and needs.
Discovery and Planning
With a clear understanding of user requirements, we proceeded with initial designs, adhering to a structured UX process that included designing, iterating, user testing, and refining. Once the designs were finalized, we handed off the project to the development team for implementation.