Managing health benefits for over 170k Hollywood TV and film professionals means millions of paperwork. Redesigning the entire administrative platforms means we had to innovate from the ground-up.

The SAG-AFTRA Health Plan was created to provide health benefits tens of thousands of eligible media professionals and their dependents around the globe. From "A-list" Hollywood actors/actresses to behind-the-camera professionals, it has long been deemed as the “Cadillac of health insurance" but needed a long-overdue redesign of its own all coverage and eligibility management tools given the rapidly changing changes due to COVID and other recent events. Separated into three major platforms:  CMS (Converage management system), EMS (Eligibility management system) and BMS (Benefits management system), we were brought int to overhaul the end-to-end administrative management process and user experience. The SAG-AFTRA Health Plan was established to provide health benefits for tens of thousands of eligible media professionals and their dependents worldwide. From A-list Hollywood actors/actresses to behind-the-camera professionals, it has long been recognized as the "Cadillac of health insurance." However, due to the rapidly evolving changes brought about by COVID-19 and other recent events, it required a long-overdue redesign of its coverage and eligibility management tools.

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Making the complex simple.

Divided into three key platforms—CMS (Coverage Management System), EMS (Eligibility Management System), and BMS (Benefits Management System)—we were tasked with overhauling the entire administrative management process and improving the user experience comprehensively.

We couldn't overlook the complexity of navigating regulations and requirements throughout the entire process of coverage, eligibility, and payment processing. Our approach began with comprehending the diverse roles and responsibilities within the SAG-AFTRA Health Plan team. This involved identifying current inefficiencies and pinpointing opportunities where we could enhance overall efficiency through improved user experience and interface design.

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Numerous working sessions led to multiple rapid prototyping phases, addressing the complex process one user story at a time. Detailed wireframes were subsequently developed and validated by both the front-end and back-end development teams. Real user testing provided valuable feedback for further improvements. Based on this feedback, a comprehensive design system was established, encompassing all interactive components. Additionally, three distinct color mode options were designed to accommodate daytime, nighttime, and individual user preferences.