The enrollment experience went through multiple structural iterations in close collaboration with engineering and business partners. By removing fragile navigation patterns and redesigning workflows around in-flow actions, onboarding became faster and significantly more reliable. Agents could now complete tasks without losing state, eliminating the frustration of constant backtracking.
The original system relied on node-based menus, utility dropdowns, and breadcrumb backtracking that frequently reset progress mid-task. We replaced this with contextual actions embedded directly within enrollment screens. By placing controls where actions naturally occurred, the system became easier to scan, easier to learn, and easier to trust. Agents could stay focused on the task in front of them instead of figuring out where to go next.
The original layout prioritized general information over action, forcing agents to scan dense screens and jump between sections. We re-evaluated how space was used and shifted the interface toward power users. Sections were reorganized, low-value content was deprioritized, and high-impact information was pulled forward. By aligning layout with what agents actually needed, the interface became easier to scan and less error-prone.
Updating time-sensitive health data was one of the most fragile parts of EnrollPoint. Agents needed to re-date member activity without breaking records or losing context. We redesigned the time-stamping experience around a clear, chronological model that grouped plans, classifications, and statuses by date. This allowed agents to understand history at a glance and make changes with confidence, removing the need for risky workarounds.
Solving time-stamping required heavy iteration. Early concepts explored horizontal timelines and flexible interactions, but many introduced risk during complex edits. Business partners were especially concerned about accidental changes, forcing us to balance flexibility with safety. We prioritized clarity and control over clever interactions—anchoring edits to a chronological structure and using deliberate interaction states reduced hesitation and rebuilt trust in one of the system's most fragile areas.
