DIGITAL ADOPTION & UX STRATEGY

HELPING ASSOCIATES NAVIGATE OPEN ENROLLMENT WITH CONFIDENCE

THE STORY

🔍 THE PROBLEM

Each year during Open Enrollment, employees struggled to complete their benefits selections in the company’s internal PeopleSoft HCM system. Despite it being an annual task, many forget the process entirely and found the system difficult to navigate.

  • Employees often started the task but had to reopen the system multiple times - sometimes 4 or more sessions - to complete open enrollment.

  • This created frustration, delays, and increased support tickets.

🎯 PROJECT GOAL

To reduce confusion and completion time during the annual Open Enrollment process by creating in-system, contextual support using WalkMe. The goal was to guide Associates through each step within the PeopleSoft HCM system - minimizing errors, repeat visits, and support requests - while empowering users to complete the task confidently and independently.

ROLE

As the Digital Adoption and Content Designer, I was responsible for:

  • Identifying key friction points in the Open Enrollment workflow

  • Designing in-system guidance using WalkMe

  • Creating just-in-time content what supported users during critical decision-making steps

  • Ensuring all content aligned with brand voice, accessibility standards, and legal requirements

PROJECT SCALE

1-2 Month Project

PRIMARY STAKEHOLDERS

Human Resources Team

TOOLS USED

  • WalkMe

  • Adobe Illustrator

  • Teams

💡THE SOLUTION

Using WalkMe, a digital adoption platform, I designed and implemented a layered support experience within PeopleSoft HCM. This included:

  • Step-by-step Smart Walk-Thrus that guided users through the enrollment process

  • Auto ShoutOut (popup) to let associates know they have in the moment guidance

  • Step-by-step Smart Walk-Thrus that guided users to find their previous years benefits for reference

  • Callouts and reminders (SmartTips) to prevent common errors or skipped steps

  • A tailored experience based on the user’s progress and role in the system

The content was designed to be non-intrusive, accessible, and easily discoverable; empowering users to complete enrollment without needing external help or documentation.

📊 THE RESULTS

The impact was immediate and measurable:

  • Associates who did not use WalkMe content required an average of 3.1 sessions to complete Open Enrollment

  • Associates who used WalkMe completed Open Enrollment in 1.1 sessions on average

  • The time to complete the task decreased significantly, and internal support volume was reduced during the Open Enrollment window.

SINGLE SESSION

User completion within one site visit

69.1%

COMPLETION RATE

Number of Associates that clicked Submit Enrollment without using any WalkMe guidance

71.1%

COMPLETION RATE

Number of Associates that clicked Submit Enrollment using any WalkMe guidance

TOTAL SESSIONS

User completion within one or more site visits

3.1 

AVERAGE SESSION TO COMPLETE

Number of sessions it took an Associate to submit their enrollment without using any WalkMe guidance

1.1 

AVERAGE SESSION TO COMPLETE

Number of sessions it took an Associate to submit their enrollment using any WalkMe guidance

💭 REFLECTION

This project served as a compelling demonstration of how intentional content design—paired with strategic use of digital adoption tools—can significantly reduce user friction and enhance overall productivity. By focusing on the user journey and anticipating potential pain points, the team was able to craft in-system experiences that were intuitive, informative, and seamlessly integrated into the workflow.

One of the standout outcomes was the implementation of contextual, in-the-moment support, which empowered users to find answers and complete tasks without needing to leave the platform or seek external help. This not only improved the user experience but also led to measurable time savings across the organization.

Importantly, the benefits extended beyond the end users. Human Resources and IT teams—often the first line of support for system-related questions—saw a noticeable reduction in support tickets and training requests. This freed up valuable time and resources, allowing those teams to focus on more strategic initiatives rather than repetitive troubleshooting.

In essence, the project highlighted how thoughtful digital enablement can drive efficiency, reduce operational overhead, and create a more empowered and self-sufficient workforce.

🔒 NOTE

**Due to confidentiality, brand names and visual content have been redacted. This case study reflects the design process and impact in a general context.