Employee Benefits Enrollment Platform User Research

Why Employee Benefits Enrollment UX Research Matters

Employee benefits enrollment is one of the most critical touchpoints in the employee experience—yet it's often riddled with confusion, frustration, and disengagement. Understanding how workers navigate plan comparisons, add dependents, and interpret coverage levels is essential for HR teams, benefits administrators, and SaaS companies building enrollment platforms.

This Employee Benefits Enrollment Platform User Research Template helps you gather actionable insights directly from employees about their enrollment experience. Whether you're an HR professional evaluating your current platform, a benefits consultant advising clients, or a product team building the next generation of benefits technology, this template gives you the structured feedback you need to improve clarity, reduce errors, and increase employee satisfaction.

What Makes Benefits Enrollment Research Unique

Unlike general software usability studies, benefits enrollment research requires understanding both the technical user experience and the emotional weight of healthcare decisions. Employees are making choices that affect their families, finances, and wellbeing—often with limited time and confusing terminology. This template is designed to capture:

• Plan comparison clarity: Can employees easily compare medical plans, understand deductibles vs. premiums, and identify which plan fits their needs?
• Dependent workflow usability: How intuitive is the process of adding spouses, children, or other dependents? Where do errors or confusion occur?
• Coverage level comprehension: Do employees understand the difference between individual, employee + spouse, employee + children, and family coverage?
• Decision confidence: How confident do employees feel about their enrollment choices after completing the process?

Who Should Use This Template

This research template is ideal for:

• HR managers and benefits administrators looking to evaluate their current enrollment platform and advocate for improvements
• Employee benefits consultants conducting discovery research for clients transitioning to new platforms
• SaaS product teams building or enhancing benefits enrollment software and need real user feedback
• UX researchers and designers specializing in HR tech, HealthTech, or enterprise software
• Insurance carriers and brokers wanting to understand policyholder experience during enrollment

How Paperform Enhances Benefits Research

Paperform is purpose-built for professional research and discovery work. Unlike rigid survey tools, Paperform's document-style editor lets you create a research interview guide that feels conversational and thoughtful—encouraging honest, detailed responses.

Key advantages for UX research:

• Conditional logic to ask follow-up questions based on participant responses, creating a personalized interview experience
• Rich media support to embed screenshots, prototype links, or video walkthroughs for feedback
• Flexible question types including rating scales, open-ended responses, and matrix questions for comparing features
• Professional branding so your research feels aligned with your organization's identity
• Instant response collection with real-time notifications and organized submission management

Automate Your Research Workflow with Stepper

Once you've collected responses, Stepper can help you turn raw feedback into action. Automatically route submissions to your product team in Notion or Jira, send summaries to stakeholders in Slack, or compile insights into Airtable or Google Sheets for analysis. Stepper's AI-native workflows mean you can spend less time on data wrangling and more time on understanding your users.

Best Practices for Benefits Enrollment Research

When conducting this type of discovery research:

1. Recruit diverse participants across age groups, family situations, and tech comfort levels
2. Ask participants to complete tasks (like comparing two plans) before answering reflection questions
3. Focus on pain points and moments of confusion, not just satisfaction ratings
4. Follow up on interesting responses with optional clarifying questions
5. Share findings broadly with product, customer success, and sales teams to drive platform improvements

Why This Research Drives Real Business Impact

Poor benefits enrollment experiences lead to costly problems: employees enrolling in the wrong plans, missing enrollment deadlines, adding dependents incorrectly, or simply disengaging from valuable benefits. By understanding where confusion happens, you can:

• Reduce support tickets and administrative burden during open enrollment
• Improve employee satisfaction and retention through better benefits communication
• Differentiate your enrollment platform with truly user-centered design
• Make data-driven decisions about platform features and vendor selection

Whether you're refining an existing system or building something new, this template gives you the structured, qualitative insights that drive meaningful improvements in employee benefits technology.

Get started today: Customize this template to match your research goals, distribute it to your participant pool, and start gathering the insights you need to create a benefits enrollment experience that truly works for employees.