One Front Door for Federal Benefits
The systemThe problem wasn't any one website. It was the gaps between more than ten of them.
Problem
Federal employees had to navigate 10+ disconnected benefits systems, including Employee Express, FEHB, FEGLI, MyPay, and FSAFEDS. Each worked on its own terms, which left people confused, duplicated effort, and led to costly service failures at massive scale.
What I did
- Discover. Mapped the entire federal benefits ecosystem with service blueprints and system maps, showing how each program connected, or didn't.
- Research. Pinpointed high-friction touchpoints through stakeholder interviews, survey data, and journey mapping sessions.
- Solve. Designed a unified service model that brings every benefit program into one channel, with a self-service backbone and a clear escalation path to people.
Solution
A single source for healthcare benefits: one consolidated front door to FSA, long-term care, dependents, and more, replacing a maze of separate systems.
Impact
The service blueprint supported a $50M, 7-year contract to deliver a single source for healthcare benefits, designed to simplify access for hundreds of thousands of federal employees.
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