Neil Wehrle

Guardian Life Insurance

Problem
Guardian Life Insurance needed to overhaul the on- and off-line business processes of their Group Benefits division. This involved porting existing functionality as well as creating new functionality for a site that covered both B2B and B2C. The goal was to reduce costs associated with requests to their call center and mail.

My Role
I was the Lead IA on the project, which involved setting the direction of the site and coordinating the efforts of several other IA’s. I also conducted user research and informal usability testing.

One of the several existing sites integrated into Benefits Manager

Explorations
e conducted user research to understand frustrations with the current system and revised branding guidelines to meet expectations for an approachable, yet business-like site. We also talked to business owners about what they saw as inefficient in the current system. We created click-through rough prototypes to communicate concepts and test solutions.

A schematic page that later became a prototype

Solution
The site we completed allows both consumers to review claims status and communicate with Guardian, and allows companies to better manage their employee’s benefits. This greatly enhanced their view of Guardian as a leader in benefits management.

A final screen from Benefits Manager