Empowering users to save smarter through informed benefits selection

Research from Voya, a leading financial firm, revealed that individuals were overspending on their health plans due to inertia in decision-making. This overspending meant less money for retirement savings or Health Savings Accounts (HSAs). Voya looked to address this issue with myHealth&Wealth, a benefits selection tool designed to guide users toward better health plan choices while considering their overall financial wellness.

The Situation

Accenture was brought in to refine the existing MVP (Minimum Viable Product) experience. Voya had conducted initial usability testing and launched a live pilot, gathering valuable feedback.We assessed the current state, prioritize the backlog, and drive design improvements based on the data and
insights collected.

My Role

As the Design Lead, I took charge of a multidisciplinary team that included two designers, a copywriter, and a subject matter advisor. My role involved facilitating weekly reviews with 6+ stakeholders, aligning on action plans, and leading the design team through the execution of top-prioritized items.

Phase 1: Current State Assessment + Backlog Alignment

I collaborated with the Go-to-market team to craft a proposal that defined the scope of work, team structure, timeline, and deliverables. Over two weeks, we reviewed user feedback and research findings, aligning them with business goals to establish a clear focus for the project. We closed this phase with a prioritization exercise, mapping backlog items on a value vs. effort matrix to identify the most critical areas for improvement.

Aligned User Goals + Business Objectives

Consolidated existing backlog with Accenture UX Recommendations

Facilitated a prioritization exercise driven by user and business goals

Phase 2: Design Execution

The design execution phase aimed to address key user pain points and ensure the process was seamless and intuitive. The focus was on two critical screens: Health Plan Selection and Budgeting.

Health Plan Selection: We discovered that 28% of users stopped at this step. The messaging was unclear, leading users to believe they had completed the process. To address this, we reworded the language, provided clearer Calls to Action (CTAs), and introduced a stronger navigation structure to show where users were in the process.

Budgeting Screen: Users struggled with the complexity of the budgeting screen. We redesigned the layout to more clearly outline where addtional savings were going across benefits. We introduced expand/collapse tables to give prominence to important details, and allowed users to enter their own contribution amounts for more control.

Outcomes and Impact:

Following our engagement, Voya released myHealth&Wealth to its nearly 6,000 employees in March 2022. The tool has since been rolled out to a broader audience, demonstrating the success and impact of our design-led approach. The launch was accompanied by a press release that highlighted the improvements made during our engagement.

Thanks to the Accenture Team

Matt de Ganon | Brian Higgins | Arin Soukoule | Patrick Muth | Jenny Morse