Benefit management dashboard
redesign to improve participant
fit and utilization

The Problem

Despite successful enrollment, participants weren't engaging with the benefit post-signup. The existing dashboard used confusing terminology, buried key actions, and failed to communicate how the benefit actually worked — leaving users unclear on what to do next or whether the benefit was even working for them.

Key pain points included: opaque documentation requirements, unclear contribution timelines, an inability to articulate the benefit's value, and no visibility into match progress or payment status.

The Challenge

Enrollment without engagement is a business problem — Fidelity's pricing model depends on active, ongoing participation. The dashboard needed to reduce cognitive load significantly while surfacing the right information at the right time for each participant's situation.

The redesign had to work within Fidelity's enterprise design system, coordinate across multiple partner teams, and be validated through usability research before full release.

Alignment & Strategy

I started by running workshops to consolidate existing research insights and build alignment around four north-star design principles: clarity, findability, value visibility, and simplicity.

From there, I developed a solution framework that mapped directly to the research themes — ensuring every design decision was traceable back to a real user need or business goal.

Our goals

Collaborative Process

I ran a lean, iterative design process with weekly design reviews, Figma-based iteration, close content collaboration to refine terminology, and early engineering coordination to validate feasibility.

Rather than a single big-bang release, solutions were validated through moderated usability research before implementation — letting real participant behavior drive prioritization and refinement.

Research & Analysis

Vision

Our vision was an intelligent, personalized guide — a dashboard that reduced cognitive load by surfacing only what each participant needed at their current stage, while making the benefit's impact unmistakably clear.

This meant integrating real contribution data, personalizing messaging based on participant state, and giving users a clear picture of their match progress and next steps without requiring them to hunt for information.