Redesigning Mutual of Omaha’s Employee Benefits Implementation Process
The Opportunity
In the world of employee benefits, the moment of sale is only the beginning. The real test comes during implementation: how the employer and their employees are onboarded, how billing is set up, and how support is delivered. Mutual of Omaha wanted to design a best-of-class implementation experience, and partnered with Vital Findings to conduct research that would humanize implementation and turn it into a competitive differentiator.
Our Approach
We conducted a blend of qualitative and quantitative research to collect feedback from employer organizations, benefit brokers, and our client’s internal employees to obtain a 360 degree view of the experience and what could be improved. We used AI-moderated interviews to reach busy brokers and obtain qualitative and quantitative feedback within a central interview platform – eliminating the need for two distinct phases.
Our Impact
“Digital Implementation” and “Implementation Optimization” became two of the top 10 organizational goals—a massive leap for an area that had never before been prioritized. Out client’s business assessment team, which evaluates quarterly strategy investments, ranked the research takeaways as #1 and #3 priorities—above more familiar enterprise goals. The research gave a new Director of Implementation a clear 90-day roadmap, helping him define early priorities with confidence.
“As always, your visuals and the storytelling talents that you have are one of a kind. I still send slides from that deck to answer questions and there’s no need to translate or narrate it.” – Monika Mandrakas, Manager, Customer Insights, Mutual of Omaha