Mercer Healthy Lives
Designing a user-centered tool to streamline financial decision-making and drive business growth.
Role
UX Lead
Responsibilities
As UX Lead, I led the strategy, research, and design efforts to create a seamless and engaging user experience.
I collaborated with cross-functional teams to ensure that our solutions were user-centered, data-driven, and impactful.
The Challenge
To design a platform that simplifies financial decision-making through personalisation and user-friendly features. It should predict and positively influence behaviours, ensuring users gain clarity and control over their financial and health-related choices. The platform needs to be engaging, educational, and adaptable to various employee needs.
The Research
Understanding user decisions.
To create a user-centric solution, extensive research was conducted through employee interviews, surveys, competitor analysis, and data analytics. Employees expressed a strong desire for personalised financial guidance, while employers sought ways to optimise benefits engagement and measure effectiveness. Research revealed that many employees struggle with complex financial information and would benefit from a clear, intuitive system.
Key insights included the need for interactive goal-setting, tailored recommendations, and seamless HR integration.
Employees responded positively to features that provide real-time tracking and guidance, while employers recognised the value of actionable insights that drive informed decision-making and efficiency in benefits administration..
Ideation
Defining the solution.
The ideation process focused on designing an integrated and scalable solution that accommodates the diverse needs of employees and employers. Brainstorming sessions with stakeholders helped outline core functionalities, ensuring the platform was both intuitive and adaptable. Early-stage concept mapping identified critical touchpoints, leading to a holistic approach that balances usability, accessibility, and technical feasibility.
Service design played a crucial role in integrating various systems within Harmonise. A modular architecture was developed to ensure seamless interoperability between financial planning tools, benefits management systems, and HR platforms. APIs were implemented to facilitate data exchange between multiple sources, creating a unified experience for users. By leveraging automation and predictive analytics, the platform ensures personalised recommendations while maintaining security and compliance with organisational policies.
Design Process
Shaping the Solution.
The design process began with wireframing and prototyping to map user journeys and create an intuitive interface. Low-fidelity wireframes were tested and iterated upon based on user feedback, ensuring a seamless and engaging experience. High-fidelity prototypes were then developed for usability testing.
User testing and A/B testing were conducted to refine UI elements and enhance engagement. Based on insights, iterations were made to improve accessibility, responsiveness, and overall user satisfaction. The final implementation focused on delivering an inclusive, data-driven, and mobile-friendly experience for all users..
Testing & Validation
Refining through feedback.
To ensure a high-quality user experience, multiple rounds of testing and validation were conducted throughout the development process. Usability testing sessions were held with employees from different backgrounds to evaluate how easily they could navigate the platform and achieve their financial goals. These sessions revealed key pain points and opportunities for improvement, such as simplifying jargon, enhancing visual clarity, and improving mobile responsiveness.
A/B testing was also used to compare different design variations and determine which elements drove the highest engagement. Additionally, feedback loops were established through surveys and analytics tracking, allowing continuous refinement of features based on real user interactions. Employers provided input on integration effectiveness, ensuring that Harmonise seamlessly connected with existing HR and benefits platforms. These validation efforts helped refine the platform into a user-friendly, high-impact tool that delivers tangible benefits for both employees and employers.
Results & Impact
Measurable Outcomes.
Since implementation, Harmonise has led to a 30% increase in employee engagement with financial wellness programs and a 20% reduction in employer benefits administration costs. Employees report higher satisfaction with benefits offerings, and decision making.
For employers, the platform has provided better visibility into benefits utilisation and engagement trends. As a result, businesses have been able to refine their benefits strategies, ensuring cost efficiency while enhancing the overall employee experience.
Reflection & Learnings
Insights and Lessons Learned.
Leading the UX efforts for Harmonise provided valuable insights into designing complex financial and benefits solutions that truly resonate with users. One of the key learnings was the importance of balancing data-driven recommendations with human-centric design.
Another major takeaway was the necessity of cross-functional collaboration. Successful integration of multiple systems required close alignment between UX designers, developers, data scientists, and HR specialists. By fostering a culture of iteration, testing, and stakeholder involvement, we were able to create a scalable and adaptable platform that meets both employee needs and employer goals. The project reinforced the idea that meaningful user experiences are built at the intersection of technology, behavioural science, and empathetic design.