Charlotte.
Overview
Willis Towers Watson’s Work & Reward ecosystem included multiple independently developed applications used by enterprise clients to manage compensation and workforce insights. The project aimed to create a unified homepage that simplified access and established a foundation for a connected product experience.
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The Challenge
Over time, numerous applications were developed independently across the ecosystem, resulting in:
- Inconsistent navigation and visual patterns
- Separate login processes and credentials
- No seamless movement between tools
- Product names that were unclear to clients
Support teams received frequent calls and tickets from clients who were unsure where or how to log in.
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Understanding the Space
To understand the ecosystem and define opportunities, we worked closely with stakeholders across product and business teams. Activities included:
- Stakeholder interviews to understand product goals and pain points
- Collaborative whiteboard sessions to align on workflows and priorities
- Mapping the full landscape of existing applications
- Analysing the annual survey cycle to understand how client activities and priorities change throughout the year
This work revealed that users think in terms of yearly tasks and responsibilities rather than individual products, informing a task-centred navigation model.
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Phase 1 — Unified Access
The project was delivered in two phases. The first step focused on reducing friction and creating a clearer entry point into the Work & Reward ecosystem by introducing:
- Single sign-on across applications
- A new centralised homepage showing only the products each client could access
- Clear explanations of what each application does
- Visibility of additional features and upgrade opportunities
- A unified help centre bringing support resources and help actions from multiple applications into one consistent location
The homepage acted as a gateway, allowing users to understand the ecosystem and move seamlessly between tools.
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Phase 2 — Insight-Driven Experience
The longer-term vision expanded the homepage into an intelligent workspace. We explored ways to:
- Surface insights aggregated from multiple applications
- Provide actionable tasks and reminders
- Centralise important information in one place
- Introduce AI-assisted search to help users quickly find relevant tools or data
- Add a notification area highlighting updates, issues, and new features
The homepage evolved from a launch point into a decision-support environment.
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Outcome & Reflection
The unified homepage and help experience significantly reduced friction across the Work & Reward ecosystem.
Outcomes
- Help desk tickets related to login issues reduced by 45%, following the introduction of single sign-on and clearer access pathways.
- Overall help requests decreased after consolidating support resources into a unified help centre.
- User satisfaction improved as clients were able to navigate the ecosystem more confidently and complete tasks without support intervention.
These improvements demonstrated the value of simplifying access and designing around user workflows rather than individual products.