Collective Welcome:
Product Onboarding
Overview
Role: UX Manager
Team: Content Designer (Lauren Ridenour), Product Designer (Radley Teurel)
Timeline: 90 days
Okay, here’s what you need to know: Technically, Collective Health is a benefits administrator. But our mission is to make it easier for our members to find, understand, navigate, and pay for their health benefits.
And the start of that journey for members is Collective Welcome: a four-part program designed to help members learn about Collective Health, choose a plan, register for their account, and onboard onto the platform.
Coming in 2021
We’re still developing this—stay tuned for the story! Here’s a unicorn tears gif to enjoy:
Impact
As of November 2020, it’s too soon to know everything. We’re still gathering data. But, here’s what we do know:
Member inquiries dropped from 73 per 1000 members to 2.1 per 1000 (yes, really). We still need to investigate how much of this is related to Collective Welcome, but...awesome.
Our solution is scalable—the majority of the info is evergreen, and we have a plan for how to refresh the content next year
We stayed under-budget