Florida Blue
Platform UX
Enrollpoint
Overview
My role
Product Designer
Team
Product designer, Design lead, Dev team
Duration
4 monthes 2019
Goals
Stabilize critical enrollment workflows
Prevent data loss, reduce backtracking, and make complex enrollment tasks predictable and safe for agents working at scale.
Expose the right information at the right time
Surface key actions, member status, and notifications directly in the workflow instead of hiding them behind utility menus or secondary navigation.
Evolve a legacy system without breaking it
Modernize navigation, onboarding, and data interactions while preserving the existing data structure and business rules documented in EnrollPoint.
Original design
Initial findings
Navigation encouraged constant backtracking
Node-based navigation and buried utilities forced agents to jump between screens, often resetting progress and increasing error ratesDashboards lacked actionable information
The landing experience surfaced very little that helped agents manage groups, members, or active tasks, pushing critical actions deeper into the systemOnboarding workflows were fragile and error-prone
Missing a single field during enrollment could return agents to the home screen, causing data loss and forcing them to restart entire workflowsNotifications and resources were disconnected from context
Alerts, guides, and supporting materials lived outside the flow of work, requiring agents to leave tasks to find information they needed mid-processLegacy constraints limited surface-level fixes
The underlying data structure could not be changed, meaning usability improvements had to come from rethinking navigation, hierarchy, and interaction patterns rather than backend redesigns
Enrollment Workflow Redesign
+42% faster onboarding
The enrollment experience went through multiple structural iterations and was refined 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.
Contextual, in-flow navigation 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, allowing agents to complete tasks without losing state. Eliminating backtracking reduced friction, improved confidence, and made high-volume enrollment work predictable.
Designing navigation that stays out of the way The navigation work required careful balance. Business partners were hesitant to drastically change the layout, but leaving navigation tied to the existing structure would have preserved the same deep, fragile paths. We focused on simplifying how navigation was stored and surfaced, making small structural shifts that reduced complexity without disrupting familiar patterns.
The goal was to let agents move through enrollment without thinking about navigation at all. By placing controls directly on the screens where actions naturally occurred, the system became easier to scan, easier to learn, and easier to trust. This reduced cognitive load and allowed agents to stay focused on the task in front of them instead of figuring out where to go next.
Refocusing the interface around high-value work
+38% fewer errors
The original layout prioritized general information over action, forcing agents to scan dense screens and jump between sections to complete simple tasks. This increased cognitive load and led to missed details during enrollment and updates.
Purposeful use of space We re-evaluated how space was being used across the platform and shifted the interface toward power users. Sections were reorganized or combined, low-value content was deprioritized, and high-impact information was pulled forward. By aligning layout and hierarchy with what agents actually needed when entering a group, the interface became easier to scan, faster to use, and less error-prone.
Using space to clarify priority Designing for space required stepping back from individual screens and looking at how agents moved through the system over time. We treated space as a tool for prioritization, using hierarchy and grouping to signal what mattered most at each moment instead of relying on labels or instructions.
This shift also allowed us to unblock long-standing feature requests. By consolidating sections and removing low-value content, we created room to introduce new capabilities without increasing complexity. The interface became more flexible, easier to evolve, and better suited to the day-to-day reality of power users working at scale.
Making time-based data safe to edit
38 percent fewer data errors
Updating time-sensitive health data was one of the most fragile and error-prone parts of EnrollPoint. Agents needed to re-date member activity without breaking records, losing context, or relying on risky workarounds.
A chronological time-stamping model 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. By keeping related data visually aligned and predictable, the system reduced mistakes during complex updates and removed the need for manual fixes outside the platform.
Designing for trust in complex data changes Solving time-stamping required heavy iteration. Early concepts explored horizontal timelines and more flexible interactions, but many introduced risk or confusion during complex edits. Business partners were especially concerned about accidental changes, which forced us to balance flexibility with safety.
We ultimately prioritized clarity and control over clever interactions. By anchoring edits to a clear chronological structure and using deliberate interaction states, agents could understand history at a glance and make updates confidently. This reduced hesitation, eliminated risky workarounds, and rebuilt trust in one of the most fragile parts of the system.
