Overview
Employers using Level’s benefits plans relied on our support team to manage coverage for their employees. The process was manual and slow for HR admins. I designed a new web console that gave admins a clear, self-service way to set up and edit coverage rules. The result was faster plan setup for employers and fewer support requests for our team.
Company
Level (Fintech / Benefits Tech Startup)
Role
Senior Product Designer - Research, ideation, validated, and designed the Funds console
Timeline
2 months
Team
Head of Design, product, engineering, and benefits experts
Problem & research
Through conversations with Employers, we learned that on-demand customization of benefits plans for their employees was a top need for HR admins. At the time, any changes required manual intervention from our support team.
Ideating the experience
I analyzed competitor admin consoles and leveraged generative AI tools to explore flows, layouts, responsiveness, and UX patterns. These explorations gave me a wide range of possibilities and helped me quickly test how different structures might scale.
Combined with feedback from product, engineering, and benefits experts, these inputs shaped the first version of the console and set the foundation for how coverage rules would be managed.
Competitor and AI generated Web admin console UX patterns, flows, and layout
Ideation - High-level layout patterns
Early wireframes for iteration and stakeholder feedback
I created low-fidelity wireframes to quickly align with product, engineering, benefits experts, and support teams. This step made it easy to gather input before committing to higher fidelity.
Feedback revealed a critical need: conditionally covered items (e.g., streaming services) had to be clearly separated from excluded items (e.g., firearms). This insight shaped the hierarchy and grouping in the final design.
Wireframe of the coverage section on the web app - used to gather feedback from key stakeholders
Customizing coverage
HR Admins needed the ability to customize what expenses were fully covered, partially covered, or excluded within a fund. At the same time, employees needed a clear view of these rules in the mobile app to support financial planning.
For example, a wellness fund might fully cover grocery stores while excluding firearms.
The coverage rules HR admins configure in the web console (left) map directly to how employees view their benefits in the mobile app (right), ensuring consistency and transparency across both experiences.
Example of ability to edit and customize sections for employee funds in the web employer app
Outcome
The Funds console replaced manual support with a scalable self-service tool where HR admins could customize coverage on demand and employees could clearly understand their benefits in the mobile app.
• Coverage and balance-related tickets dropped by ~35% after launch.
• HR teams could configure coverage in minutes instead of waiting for our support team.
Learnings
• Balance is key – Flexibility for admins must be paired with clarity for employees to avoid confusion.
• Future opportunity – Automating plan setup with AI could further reduce manual input for admins.
