It may take a minute to finish loading. Usually, that means a redesign or two. In constructing Healtheon's Benefit Central, for one apparently simple screen, it meant seven major design iterations.
Many users only visit our site once a year.
Benefit Central was to be designed for single-use, with a remarkably shallow learning curve. Second, that users would face their greatest challenge in coming to grasp the ramifications of contingent beneficiary choices and the intricacies of flexible spending accounts. We had no idea that a little throw-away screen we needed at the very beginning of the application would almost prove our, and our users', undoing. Our goal was to have the application be safe and supportive for the naive, while not condescending to the experienced. The default browser window proved too tempting to all users, offering them a minimum of 100 different action options.