Qualifying Life Events

Role

I was the sole designer on this project working with a product manager and a team of engineers. I also conducted user testing with several customers that had recently submitted qualifying life events on our platform.

Setup

If you have ever signed up for health insurance in the United States before, you know that when you make selections in open enrollment they are locked in for the year, unless you have a qualifying life event (QLE). A QLE is usually a big life change (new child, marriage, etc) that creates an opportunity for you to change your health benefit selections and add/drop dependents. Every QLE requires specific documentation depending on the type of QLE. For example, the birth of a child would require a birth certificate be provided, and a marriage would require a marriage certificate.

There was an existing flow for submitting a QLE on Justworks, however it was very basic and did not mention any of the documentation requirements. The window for submitting a QLE and selecting new plans is only 31 days, so every day lost in back-and-forth between Justworks CS and customers eats away at that limited amount of time. Our goal was to get this process done more quickly, giving the user a clearer understanding of what a QLE is, what documentation they need to provide us with, and give them the agency to submit it themselves via the product.

Learn Page

Within the Justworks platform, there's a pattern of surfacing a "learn page" before beginning a new flow. I wanted to convey some of the basics of QLEs on this learn page, as well as calling out our top three most submitted QLEs for our customers, as they were likely visiting the page about one of these issues.

Submit QLE Flow

From here, the user would enter the submit QLE flow. These are mid process designs, and some things ended up changing in the final iteration, including switching Type of QLE and Date of QLE on the form, so you see Type first. I was heavily focused on the date, because of that 31 day deadline for submitting a QLE.

What a user would see when they land on the page

What a user would see when they land on the page

Letting the user know how much time they had left to process their QLE was important to me

Letting the user know how much time they had left to process their QLE was important to me

Letting the user know exactly what document they need and letting them upload it right in this flow created an opportunity for the entire process to be quicker

Letting the user know exactly what document they need and letting them upload it right in this flow created an opportunity for the entire process to be quicker

Prototype

This flow is a little easier to understand in prototype form, so please check out the final designs for an example marriage QLE on Marvel here.

Once we launched this feature, we started seeing QLEs being submitted right away, most with correct documentation! Overall this has been a win for our customers and for our CS team.