User experience features
Participant experience
Digital wallet integration
Digital wallet integration adds convenience for COBRA and direct bill payments. A digital wallet is a system that securely stores users' payment information and passwords for numerous payment methods and websites. BenefitConnect will integrate common digital wallet platforms for secure and convenient payment.
Pension Commencement Redesign
A comprehensive update to the participant journey as participants retire from employment, enter retirement and receive their pension benefits. Starting with participants’ initial inquiry regarding their retirement eligibility through receipt of their first pension check, we are identifying opportunities to improve the experience across self-service, forms, letters, and service center interactions.
COBRA self-service redesign
The COBRA self-service experience is being redesigned to provide a more modern user experience based on the latest trends in the marketplace. The new experience will follow the same design principles as the active self-service experience by utilizing updated imagery, content and standards for website design.
Digital Experience (DX) engine
The DX engine enables agile and sophisticated electronic delivery of targeted messages. These targeted messages powered by machine learning, sophisticated analytics, and user behavior refine messages and the delivery approach for optimized impact and user experience.
New employee self-service experience
Employee self-service next
Our newest version of BenefitConnect’s self-service experience is available through a mobile app or web browser on any device. Leveraging a mobile-first design, we deliver the ease and convenience of using smart phones and tablets to manage benefits throughout the year. Through a conversational user experience and delivering contextually relevant decision support and educational content throughout the enrollment process, we simplify user engagement and drive desired behaviors.
Personalized benefit guidance
Personalized benefit guidance provides participants sophisticated, yet easy-to-use, decision support so they can confidently choose benefits that meet their needs. With logic designed by Willis Towers Watson’s industry-leading experts on benefit plan design and supported by comprehensive research, personalized benefit guidance provides unbiased and personalized information to guide participants through selecting their benefit coverage. It provides a feeling of security for participants, helps them consider what they might not know and provides a personalized review of benefit choices to ensure congruency with their data.
Plan sponsor experience
Navigation solutions
Navigation solutions optimize the value employers receive from their benefit solutions vendors by leveraging Willis Towers Watson’s strategic point of view on benefit solution categories. By leveraging a vendor-agnostic framework with enhanced focus on prevalent vendors, we can provide meaningful vendor integration for a seamless employee experience. We can also leverage operational best practices for more streamlined implementations. Our experience will help clients to navigate the dynamic ecosystem of benefit solutions and services to ultimately deliver an empowered and integrated employee experience.
Delivery experience
Service center voice response caller identification
Leveraging trusted phone numbers and sophisticated telephone network forensics to verify validity of inbound calls. Potentially fraudulent calls with characteristics such as “spoofed” numbers are immediately identified. Valid calls are cross-referenced to trusted phone numbers to identify the caller. This solution reduces the time most callers spend authenticating with a CSR, allowing CSRs to address their needs quickly and efficiently.