The Hartford Hub Redesign

• Challenge: The Hartford At Work group benefits process was primarily a phone based process. 90% of customers filed claims on the phone and there was a 80% drop off rate for clients using the online portal. • Action: Using process flows, brainstorming, and workshops collaborated to come up with a better experience for the online and mobile users that would decrease drop off rate and the need for phone based interaction. • Results: Currently the designs are in User Testing and will move to the development phase in July 2017.