Simplify the complex.

For years the Open Enrollment experience had gone untouched. Members were given little more than an outdated FAQ, a bare link to Provider Match with no instruction, and the option to contact the care team. They could not look up plan coverage on their own, which led to congestion as the care team fielded basic plan questions, causing long wait times and doubling contact volume during OE.

User testing confirmed the pain. Members wanted clear plan comparisons, provider coverage confirmation, and real costs rather than vague numbers. They described the new experience as clear, digestible, and confidence building. Provider alternatives gave peace of mind, plan comparison scenarios clarified costs, and AI features made information easier to access and more consistent.

Our legacy Open Enrollment page gave members little coverage information and pushed them to a weak FAQ or the care team, creating unnecessary volume instead of enabling self serve solutions.

What I did

How it comes together.

I led the end-to-end design for plan comparison, provider lookup, and AI integration. I worked closely with engineering to scope feasibility, partnered with product managers to close data gaps, and collaborated with clinical and sales teams to untangle fragmented inputs from systems like SalesCloud.

I designed concepts for how AI could fit into OE now and in the future, then worked with the Dot team on feasibility and integration planning.The work required structuring and cleaning complex data including coverage details, premium data, provider checks, and plan comparisons.

User testing session on provider location and coverage, showing how AI can reveal when a provider works at multiple sites with different network statuses. This helps members see that even if one office is out of network, the location they visit most often may be in network, allowing them to keep their preferred provider while still choosing the plan they want.

“Super useful, it does things my employer’s site doesn’t.”

“Clean and digestible, each entry point has a clear purpose.”

"This gave me confidence to choose a plan without needing outside help.”

The final open enrollment experience, built to help members compare 2026 health plans, see which providers are covered, and get answers to their questions in one unified place.

Showcasing how Dot can support members during open enrollment by answering plan-specific questions in context. From dental coverage to maternity benefits to deductibles, Dot provides clear, personalized responses that help members better understand their options.

What changed.

Members described the new experience as clear, digestible, and confidence building. Coverage alternatives gave them peace of mind, plan scenarios clarified real costs, and AI features reinforced trust by making answers more consistent across the experience.Although the flow appeared simple on the surface, it required orchestrating clinical, sales, product, and engineering teams while untangling fragmented data from systems like SalesCloud. Coverage details, premium data, provider checks, plan comparisons, and AI features all had to be structured and cleaned to work together seamlessly.

The simplicity members experienced was only possible because of this hidden complexity and cross-functional alignment.Not every feature explored in testing made it into the first release, but those insights directly informed the foundation and roadmap. Feedback around persistence, proactive guidance, and personalization is already shaping AI and data investments. This work delivered immediate clarity and trust while setting the stage for future AI-driven decision support. My proudest contributions were leading engineering alignment on feasibility, partnering with product managers on metrics and data quality, and ensuring the design created both immediate impact and a clear future path.