Mercer Healthy Lives

Mercer makes a difference in the lives of more than 110 million people every day by advancing their health, wealth and careers. For more than 70 years, Mercer has turned insights into actions, enabling people around the globe to live, work and retire well.

The Problem

Time poor employees, are faced with maintaining a healthy lifestyle while managing work and life pressures can be stressful. With a plethora of tools, advice available how might a company understand, predict and positively influence lifestyle decisions and behaviours of staff?  

My Role

As Head of UX I was responsible for managing my team while remaining hands on to deliver an end to end product from research to development.  My role included conducting research, workshops, ideation, testing and over seeing the development implementation.

Discovery

Research, Interviews

Being a B2C platform service I kicked off the project by conducting qualitative interviews with various clients and their HR to find out what they considered a healthy employee. As this service would be aimed at the employee as the end user the team and I did various quantitive surveys to accretion what an employee would like from this platform. We asked employees what they considered to be a healthy lifestyle based on work life balance, financial wellness, mental wellness and what features they would use to obtain such a lifestyle.

The qualitative and quantitive research gave us a good understanding to what features both client and employee would like from the service but…

looking back on the project we should have spent more time in discovery and conducted more research into employee engagement and in depth competitors analysis.

Define

Analysis, Problems

Using the data from the qualitative and quantitive research, I put together 4 personas  based on the various career and lifestyles of our customer segmentation. Having discussed the persona’s with stakeholder and the wider team I mapped out with proposed customer journey experience. The CX journey gave us a clear indication on pains of our customers but more importantly the opportunities we could focus on. The CX journey done I was then able to map out the site and UX flow for the platform. Doing this enabled the team to sit down with development and formulate a plan of working together.

Design

Ideation

Maintaining a hands on role, I setup ideation workshops with my team to start brainstorming creative solutions for the best user experience. After several workshops we used a dot matrix voting system to start wireframing the key screens to prototype for user testing.

Validation

Testing, Feedback

After running several user testing sessions for the most complex journeys to see if our design assumptions were correct we found it lacking in user engagement. Key metrics indicated that there was a need for a user engagement feature… so back to ideation workshops to introduce a gamification element to the platform. Leading the workshops and the team and I came up with a goal, challenge reward gamification feature. The gamification would allow users to complete with colleagues and themselves for rewards to increase user engagement. Ideation workshops done I performed an A/B tests with user on the chosen wireframes.

The Results

A feature rich, complex platform allowing employees to maintain a healthy lifestyle with little time and effort. The platform not only manages lifestyle but has engaged users to maintain a financial wellness for holistic approach to work life balance.

The platform allows employers to see where their work force are struggling with life work balance creating a proactive HR to engage their employees to make a change.

Key learnings, do more user research and have a closer relationship with development to ensure a smoother implementation and reduce dev costs. Less is more, focus on MUP rather than all the bells and whistles.