Mercer Marketplace 365+
Development of comprehensive visual design systems alongside detailed web design to create cohesive and engaging digital experiences.
Benefits portals, configured per client
Mercer Marketplace 365+ is a multi-tenant platform where clients build customized benefits portals, using pre-designed user journeys and configurable content to match their audience, brand and products.
Design strategy for enrollment
I partnered with Mercer to define the design strategy for the enrollment experience, using insights from user testing to turn key product distinctions into clear guidance at every step.
Only 1 in 4 chose guidance
Expert Guidance enrollment was a separate, optional path, and despite efforts to promote it, only 1 in 4 users chose it. Abandonment hit 75%, likely because the flow felt overwhelming and the sheer number of choices made it easy to give up.
Guidance as the default path
I made Expert Guidance the default. The redesigned flow asks a focused set of questions, recommends plans from the answers, and confirms choices before submitting: fewer decisions, clearer direction.
From login to confirmation
Validated in Maze before build
We ran usability tests in Maze before development. They shaped how the Expert Guidance questions were sequenced and how the final plan recommendation works.
Four questions to a matched plan
The guided flow asks four questions about medical needs, care preferences and cost comfort, then recommends a matched plan at the point of selection. Users can still compare plans side by side or review full details before enrolling.
Enrollment completion up 28%
Enrollment completion increased by 28%. The core driver was making Expert Guidance the default path and reducing the number of decisions users had to navigate alone.
