Aflac’s Everwell Redesign

Summary
Aflac came to my team ready for a change. Their insurance agents were bouncing between 2 different software, SNG and Everall. Depending on the agent, each individual favored one more than the other. Mature and veteran Aflac agents preferred SNG because of its numerous features. However, many Millennial and new Aflac Agents preferred Everwell because it’s intuitive and simple. Both software have their pros and cons but my team needed to redesign the current Everwell to accommodate the needs of everyone. 

During this time, it was uncertain if Aflac was ready to begin redesigning Everwell in 2018 or wait until 2019. Our goal was to build a comprehensive understanding of Aflac’s users current health insurance enrollment experience and develop a foundation of user information for future redesign work then share it at the stakeholders meeting.


Problem
Say “YES” if you agree with the following questions:

  • Do you dread looking at health insurance options?

  • Are you often overwhelmed with indecision from the multiple product offerings?

  • Does selecting health insurance for you and your family feel like a chore?

These are emotions Aflac wants to remove from its clients experience and instead turn health insurance into a quick and easy shopping experience. The problem is that the current software for both agents and clients is inefficient and creating the undesired experiences for their clients.

Goal
To build a comprehensive understanding of Aflac’s users current health insurance enrollment experience and develop a foundation of user information for future redesign work.

Process
As a UX Researcher it is important to never make assumptions.

Before I joined Empowered, my team performed interviews in the past but no documentation was available for me to review. So the first thing I needed to do was to perform discovery research and mindfully document it in confluence.

Discovery Methods Performed:

  1. Field Studies

  2. Interviews

Method #1: Field Studies
Field studies consist of observing the users interacting with the software in their normal environment. Two UX Designers accompanied me when I drove to Atlanta, GA to shadow Aflac agents enrolling public school teachers during school hours.

When the agents had a break in between clients and paperwork, we had the opportunity to ask questions about what we observed.

Examples of questions we asked:

  • I noticed that you switched from the Everwell to SNG. Why did you switch software during enrollment?

  • I noticed XYZ problem occurred while you were typing. Does that occur often? Does the work around you used always solve that problem?

  • I see you brought both a tablet and a laptop. Why do you have both? Which device do you prefer and why?

  • I noticed you used paper for a qualifying life event, do you prefer this method instead of the software? Why?

  • I overheard you doing an enrollment over the phone. How often do you do this? Is this your preferred method?


Key Findings & Observations
please note: I cannot share everything and must keep information general for confidentially

  • Speed and efficiency is a priority to agents because they do not get a lot of time with clients because they are busy.

  • Agents have different sales styles.

  • Some agents never use Everwell and other agents use both SNG and Everwell

  • SNG has capabilities that Everwell does not have

  • Agents click through a lot of screens to complete a single task which is one of their pain points for them and their clients.

  • There are privacy and legal concerns that may potentially interfere with creating the best user experience. This needs to be addressed immediately.

  • Internet connectivity is sometimes a problem which results in a loss in sales. Offline capabilities was voiced by many agents.

  • The variety of different environments agents work in (e.g. school library, tiny teacher break room, restaurant dining room, large office building…)

And more (information that must be left confidential).


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Method #2: Interviews
Shortly, after performing field studies and documenting the findings into Confluence I organized and implemented phone interviews. Aflac’s corporate office gave us approximately 35 people to contact. They were a mixture of veteran agents, new agents and district sales trainers. Half of them responded to my email and scheduled a phone interview with me.

Key Findings
During the User Interviews we learned the following:
please note: I cannot share everything and must keep information general for confidentially

  • The user’s pain points.

  • Necessary documentation and signage that is required in health insurance sales.

  • How agents divide payments when working together.

  • What plans sell the most and least, and why.

  • Values and motivations of agents.

  • The user’s wants and needs to perform well.

  • The variety of work environments agents work in.


Outcome
All of the Aflac agents we spoke to were really excited about the software redesign and were eager to help by answering questions and emailing me their work materials. I believe a large part of their excitement is from feeling as if their voice and concerns were being heard and that Aflac truly cares about their needs to be successful. Fortunately, a few months after performing field studies and interviews, Aflac decided to move forward with the redesign in late 2018 and we hit the ground running!

During that waiting period, I used my time wisely and got a head start by updating personas, creating journey maps and updating the competitive research spreadsheet.