The Split-Brain Problem in Benefits Administration

Many benefits organizations are unknowingly working against themselves. They design for administrators or members (rarely both!). That tension is where breakdowns happen.

This session explores the two mental models at the heart of benefits administration: the professional and the human. What works seamlessly for an administrator can overwhelm a member, and what feels intuitive to a member can disrupt enterprise workflows. Low engagement can seem like apathy, but it's actually the result of systems built for the wrong audience.

Benefits administration must be enterprise-grade, but that doesn't mean everyone has to experience it that way. This webcast will show how organizations can serve both mental models without compromising either.