Creating Seamless Onboarding to Expand Retirement Plan Access
Simplifying employer onboarding and self-service for state-facilitated retirement programs.
Make a complex compliance journey clear for employers of every size.
State-facilitated retirement programs serve employers with widely different levels of digital confidence, staffing, and regulatory knowledge. Existing registration and onboarding generated avoidable support calls and made it harder for employers to complete enrollment. The experience needed to simplify language, improve self-service, and scale as additional states and large employer cohorts came online.
Etelligens approach
Etelligens combined stakeholder workshops, call-center research, employer interviews, user testing, experience design, and digital product delivery. The redesigned journey introduced a clearer dashboard, simplified registration, contextual help, tooltips, and more accessible guidance around complex payroll and program concepts. Development-ready patterns were designed for reuse across multiple state programs, with A/B testing and feedback used to remove friction before launch.
Connected capabilities, one accountable delivery team.
Strategy, experience, engineering, data, and operations were planned around the same business outcome rather than delivered as disconnected workstreams.
- Employer and support-team research
- Accessible onboarding and dashboard redesign
- Simplified registration and account-management workflows
- Contextual help, tooltips, and plain-language content
- Reusable product patterns for multi-state rollout
- Testing, optimization, and self-service enablement
Digital delivery tied to business results.
The redesigned employer portal contributed to a 24% increase in employer enrollment and a 600% surge in same-day enrollment completion. Reduced support demand was associated with approximately $1 million in annual operating-cost savings, while the platform created a more scalable way to expand access to retirement savings programs.
- 24% increase in employer enrollment
- 600% increase in same-day enrollment completion
- Approximately $1M annual operating-cost reduction from lower call volume