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Kaiser Permanente (KP)
Shop & Enroll Journey Redesign
UX RESEARCH
PRODUCT
SERVICE DESIGN
SPONSORED PROJECT
January 2025 - May 2025. I Atlanta, Georgia
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PROJECT OVERVIEW
My team partnered with Kaiser Permanente's Northern California (NCAL) region to examine and redesign the Shop & Enroll journey for large-group commercial members.
Focusing on younger employees (ages 26–34), we investigated barriers in plan comprehension, decision-making, and enrollment support to identify opportunities for a more transparent, personalized, and accessible experience.
PROBLEM STATEMENT
Younger employees navigating Kaiser Permanente's large-group enrollment experience faced complex insurance information, fragmented communication, and limited personalized guidance.
These barriers increased cognitive burden and made it difficult to compare coverage options, understand plan tradeoffs, and make confident enrollment decisions.
PROJECT ROLE
UX and Service designer + Researcher.
Contributed to stakeholder research synthesis, cross-regional analysis, current-state journey mapping, service design and prototyping key flows.
Helped identify systemic enrollment barriers, conceptualize the final decision-support tool aimed at improving clarity and usability within Kaiser Permanente’s “Shop & Enroll” experience.
METHODS & FRAMEWORKS
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STRATEGIC IMPACT & BUSINESS VALUE
Through stakeholder synthesis, journey mapping, and targeted research, we identified high-value opportunities to reduce enrollment friction, improve plan-member alignment, and streamline communication. The resulting interactive pre-enrollment platform was designed to deliver measurable improvements in enrollment efficiency, member satisfaction, and long-term retention.
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This project contains confidential details
Please contact me: irenejacobwork@gmail.com if you want to find out more!
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PRODUCT DESIGN
UI/UX DESIGN
UX RESEARCH
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