KTBSOnline: Benefits Enrollment Redesign

Client: Kelly Benefits

The Challenge
KTBSOnline is a fully customized benefits management platform used by HR professionals and employees. The benefits enrollment path—its most frequently used and visible feature—was confusing, visually outdated, and not mobile-friendly. Many users abandoned the process and resorted to calling support, which created inefficiencies and hurt user confidence.

The Opportunity
Our redesign needed to:

  • Improve clarity and ease of use

  • Modernize the UI to better compete with contemporary platforms

  • Introduce a responsive design that enabled mobile enrollment for the first time

  • Set the visual and UX foundation for a larger platform-wide overhaul

My Role & Responsibilities
Conducted design research and gathered user pain points

  • Co-led ideation and design workshops

  • Created and tested interactive prototypes using UXPin

  • Developed a scalable visual system, including typography, color palette, and iconography

  • Delivered developer-ready UI designs for both desktop and mobile

Design System Highlights

Visual Language:

  • Established a clean, modern design anchored by the Roboto typeface for its clarity and accessibility

  • Chose a green CTA to reinforce action/approval, with blue and white used for secondary buttons

  • Created color-coded states and alert patterns to improve at-a-glance comprehension

A webpage displaying typography styles, including font family, font size, and usage examples for various heading levels and text styles in a design system.

Iconography:

  • Designed a custom icon set to represent benefit types and services across the platform

  • Used consistent styling to help guide users intuitively through complex options

Collection of benefit, enrollment, and service icons with labels, including medical, dental, vision, disability, health, hospital, insurance, and administrative symbols.

UI Patterns:

  • Standardized button behavior and navigation structures

  • Simplified layout to guide users step-by-step through enrollment without confusion

UI design pattern for navigation and action buttons, including primary and secondary navigation, card action buttons, and a decision support button with labels like 'Continue,' 'Back,' 'Enroll,' 'Hide,' and 'Start Now.'
Screenshot of an online employee benefits enrollment webpage showing options for medical, accident protection, and hospital cost protection plans, with a young woman speaking in a small video overlay.

User Testing
We conducted two rounds of in-person usability testing across desktop and mobile. Participants were given specific tasks tied to known pain points. Insights from testing not only validated our improvements, but also uncovered new friction points that we resolved prior to launch.

Results & Impact

  • Reduced call center volume related to enrollment questions

  • Increased mobile usage during open enrollment

  • Provided a scalable visual and UX foundation for future platform updates

Member Home Before & After:

Streamlined the dashboard experience for KTBSOnline users by introducing clearer navigation, improved task visibility, and a modern, accessible UI.

Dependents Before & After:

Redesigned the KTBSOnline dependents page to improve clarity, usability, and accessibility. The updated layout features card-style formatting, clearer action buttons, and modern visual design to make it easier for users to review, edit, and manage dependent information with confidence.

Enrollment Before & After:

Simplified and modernized the KTBSOnline benefits enrollment experience. The updated design replaces a dense, table-based layout with a clear, mobile-friendly interface featuring collapsible sections, consistent CTAs, and real-time cost visibility—helping users navigate their choices with ease and confidence.

Mobile Enrollment Experience:

Designed and launched the first mobile-responsive version of KTBSOnline’s benefits enrollment flow. The new mobile experience gives users full access to dependent management, plan selection, cost visibility, and digital ID cards—all optimized for small screens. Clear navigation, smart defaults, and progress-driven interactions help users complete enrollment confidently from any device.