Optimizing HR Benefit Management: Streamlining Costs and Enhancing Customer Satisfaction for Gympass
Context
Gympass is a corporate fitness benefit provider - which offers unlimited access to a global network of more than 30,000 gyms and 700 activities that was rapidly expanding its sales team to meet the high demand from HR departments struggling with benefit management, leading to increased costs and customer dissatisfaction. This created uncertainty about the company's ability to expand in the US market and we were requested to redesign the HR Portal.
The development should start in Q2, we had 6 weeks to come out with an solution.
My role
Discovery
Our task was to overhaul the HR portal. We divided the subject matter into four key areas to steer us through the earlier uncertainties: Benefits Industry, Human Resources, Technology Solutions and their connection with the existing Gympass experience.
We mapped the current experience leveraging previous knowledge from the team and past researches to match with evidences from the new research helping us to move faster.
The analysis led to 4 big cluster of problems that we digged to understandhow its related to the current experience most relevant topics.
lack of information leading to undermine the gympass' value perception
The HR Portal didn't efficiently showcase new offers, nor did it supply crucial details regarding benefit utilization, thus inhibiting HR's ability to sufficiently manage these advantages.
invoice experience leads to payment erros and missing of due dates
The existing Invoice page required navigation to subsidiary pages to carry out basic tasks, and essential details such as the “sub-companies” and additional members' invoices were conveyed via codes, challenging to discern at first glance.
lack of transparency for hrs and extra manual work for gympass
There weren't any choices to discern whether employees took advantage of the benefit. To find this out, HR needed to reach out to the Gympass team, who would manually retrieve and compile the data into a PDF.
The challenge
Benefit Market's competition leads to a high standard of excellence, while Wellness is a not top priority benefit with no guarantee results, firms are hesitant to augment their burden with an additional expensive operational endeavor.
How could we improve the portal to offer a seamlesss benefit management experience?
solution
To enhance Gympass' value perception, we need to diminish operating efforts by simplifying the management experience offering guidance and autonomy to Human Resources.
We read over 2000 CX tickets to understand the motivation and frame the it as Jobs to be done.
That framework allowed us to prioritize the hypothesis based on the Experience, Business drivers and development complexity.
Concept map
By grouping the jobs to be done we could creat concepts with specific goals and visualize the gap between the current scenario and where we should be.
Given that we possessed a roadmap, it simplified our team's quest for immediate victories. Both the team and leadership agreed to first revamp the HR Portal home page to display relevant information to the users, publicize fresh services, and the Billing interface.
Actionable information supporting HRs to know when some action is required in the billing cycle avoiding extra payments.
Visibility of usage with quick access to the brand new reports.
Support on communication about how Gympass works.
Visibility of new offers and communication material to promote it internally.
Help center about the benefit management to support HRs in the daily operations.
Visibility of relevant information avoiding missing invoice payment dates.
Clarity about the invoice type and company.
Quick access to actions straight from the table.
