A reflection

What We Learned

Overall, we believe this year’s Open Enrollment went well and was much smoother from our perspective — even with a few bumps, including the biggest challenge: COVID-19.

We created a lot of materials and content — and we should be proud of what we created. Next are the things we thought went well, plus challenges and recommendations for improvement.

“Reflection is one of the most underused yet powerful tools for success.”

– Richard Carlson

What Went Well

We make a good team, enjoy each other, and work well together.

Brochure

  • Booklet format enhanced content flow, readability, and fulfillment
  • Paper: Less light reflection, easier to read, overall improved aesthetics, stronger and didn't rip easily
  • Interior photo, graphics helped to break up text

UAT

  • In-person UAT testing with entire group helpful and productive
  • Separate room for communications allowed us to focus on communication priorities

Audience groups

  • Greater comfort level allowed us to manage version control
  • Better able to anticipate Amazon's needs to accommodate new groups

COVID-19

  • Teams were flexible and adjusted to the crisis' demands

OE portal homepage

  • Improved look and feel more closely branded to print materials
  • Opportunity to work closely with WTW to create new look

Operations

  • Sara, Sean and Mackenzie did an amazing job of collecting edits from the Amazon teams and providing consolidated feedback
  • Starting from an approved design and using the main guide as the starting point works great for integrating the other brochures

Challenges

Opportunities for growth

  • COVID-19
  • Limited image library for communication materials
  • Staff changes in the middle of the project — Buck and Amazon
  • Internal Buck project plan was too optimistic given timeline for pilot program approvals
  • Shifting employee counts made it difficult to estimate final print quantities
  • Delayed decisions on new programs and pilots made it difficult to determine versions needed and impact to personalized messaging
  • Additional Amazon reviewers resulted in longer review time needs
  • Failed to cancel the original email confirmation after the extension of OE deadline
  • New brochure design caused problems for personalization on NH brochures
  • Buck’s limited access to UAT environment impedes our ability to review and approve content
  • A to Z platform — Couldn't use it to communicate with employees like we could in the past; this may be why mobile use went down
  • Enrollment extension — Last-minute changes were made that affected enrollment experience; when decision is made, we need to think through how it will affect employees

Recommendations

Improvements for 2021 OE

  • Celebrate with drinks and a team dinner once we can all gather together again
  • Implement a consistent use of draft file names and dates for improved version control
  • Develop realistic project schedule incorporating need for staggered benefit change approvals and increased review time
  • Earlier planning meetings to determine design and production requirements based on proposed design concepts, including impacts to new hire and ongoing materials
  • Create a bigger Amazon photo library
  • Buck to increase writing, content management and user-experience staff on Amazon team
  • Identify areas with USPS that impact mailing costs during design discussions (low-contrast fee, etc.)
  • Need standard naming convention across all teams for pilot groups
  • Include Sparkworks in initial video brainstorming of ideas
  • Employee testing of messaging, communications vehicles (brochures, portal, etc.), and their formats to ensure we're providing meaningful information in appropriate ways
  • Continue to influence Amazon Benefits portal look and feel
  • Solidify the language services support strategy
  • Cure COVID-19