Shoppers EBP Service Redesign

* This project is not affiliated with the Shoppers Drug Mart, it is used as a capstone project at the University of Toronto. The given scenario and client background of the company are used for educational and research purposes only. *

Client’s Message

Project Definition

Role

Seamlessly integrates both physical and digital experiences, aiming to become the go-to provider of Employee Benefit Plans for employers and build loyal clients.

Employee assistance plans often have low enrollment, low utilization, low satisfaction, and low activation, wasted costs for employers and missed opportunities for employees.

Service Researcher & Designer

Timeline

Jan 2024 - Apr 2024

A quick overview of the service we provide at Shoppers.

Want to know more? Keep reading to see how we get here.

Probelm Digging

Participants who had experiences using existing EBP are frustrated about:

  1. Onboarding - Direct impact causing low enrollment, complicated enrolment/registration process with overwhelming onboarding materials.

  2. Coverage - Coverage information is unclear and not transparent, which causes participants to pay out of pocket leading to low satisfaction.

  3. File Claim - The filling process is not straightforward, participants are not aware of the claiming progress, which ultimately resulted in low utilization of the service.

Current User Journey

Initial Sprint Plans and Storyboard

Testing Features

From initial research interviews, we found 3 pivotal points that are critical to our success in redesigning the EBP

“I wish there was an onboarding session that summarize all my benefits.”
“There was not a central place for all the information related to benefits.”
“I want to quickly see all the services that are covered by my benefits plan.”
“It would be ideal to have one portal that shows your existing budget.”
“I don’t want to put in date and time manually every time.”
“It would be helpful to know my claim status."

Enhancements After Co-Design Sprints

“I wish I could show my screen so you can understand my issue.”

Enhancement 1: Expanding Communication Channels

Broadened communication options to include video chat support, more personal connection.

“I did not understand if the service was covered ... lots of misunderstandings.”

Enhancement 2: More Detailed Coverage Breakdown

Now includes a detailed description of plan extent with graphic usage, preventing unexpected fees during check-ups.

“I still wonder if the health provider know the amount and everything, why couldn’t they just submit the claim for us.”

Enhancement 3: Appointment Booking Through the Platform

Implementing appointment booking feature within the platform to enable an automatic claim-filing process, reducing the need for manual input from users.

Prototyping

The benefit ambassador will hold in-person information session for new employees to help users set up their account, get to know the platform and answer any potential questions.

Users can now check the remaining coverage for coverage details for individual benefit services as well as their eligibility.

The claim would be filed automatically if the appointment is made through the system. If the situation requires user to submit a claim manually, 24/7 customer support will always be there to help if encounter any queries.

Future Service Implementation

*Front and back stage support and coordination
*Service launching stages