Role: End-to-end design lead Partners: Product, engineering, clinical and sales Scope: Plan comparison, provider lookup and AI support Problem: Contact volume doubled every Open Enrollment Result: Members called it clear, digestible and confidence building
For years, Open Enrollment had gone untouched. Members got an outdated FAQ, a bare link to Provider Match and the option to call. They could not check coverage on their own.
The result was predictable: the care team fielded basic plan questions, wait times grew and contact volume doubled every enrollment period.
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.
I led end-to-end design for plan comparison, provider lookup and AI support, working across product, engineering, clinical and sales.
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.
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.
The simplicity members saw was only possible because of the alignment underneath it.
