Opportunity

United Airlines needed to restore employee trust and engagement. Their benefits team knew they needed a more human-centered approach to health and wellbeing, and that the annual enrollment processes needed to be reimagined. They engaged us to get to the bottom of what their 100,000-plus employees really wanted and needed.

Approach

We started by listening—really listening—to employees. Through conversations, observations, and ethnographic research, we uncovered their frustrations. With these insights, we transformed the enrollment experience, making it simpler, clearer, and more human. We ensured every touchpoint—from emails to in-home mailings—delivered the right message at the right time.

Result

• Increased employee engagement from 35% to 70%
• 202,970 online sessions compared to 5,400 sessions achieved the previous year

This project was originally completed by designvox, now part of Baas.