meQ: Workforce Campaigns

meQ wanted to enable HR to directly address the problems facing their workforce. The solution had two parts. First, a new member experience that could leverage meQ's content library to address those problems and scale as new ones arose. Second, a clear way for customers to identify actionable data and browse available interventions.

Role

As Principal Designer, I assessed existing work, reconciled internal and customer workflows into a single journey, and delivered production-ready designs.

The Challenge

When I joined the project, a full set of designs was ready for hand-off. Additional research revealed they didn't fit customer workflows, UX best practices, or our technical constraints—I essentially started from scratch to deliver the final solution.

HR Admin / Customer Support flow

Member experience flow

Understanding the Flow

Based on the legacy designs, new customer research, and conversations with customer support, I developed and documented a new journey that connected customer action, internal implementation, and member participation—building on meQ's existing workflows.

Member mini-course interface that scales across different wellbeing topics

The Member Experience

The member experience pulled from our existing library of articles and activities, enhanced with contextual instruction. The design needed to flex across different problem areas—scalable for both current needs and future expansion.

Updated Tableau report that surfaces actionable problem areas

Designing the Customer Experience

For customers, I redesigned the data view to clearly surface problem areas and prompt action. The existing Tableau-based portal was clunky—the new interface made it easy to identify issues and move to a browsing portal.

The portal needed to accommodate two types of admins: those empowered to schedule interventions immediately, and those gathering information to secure team buy-in.

Outcome

Successfully launched, giving the company a direct way to deliver on a core customer promise. The content library continues to expand with new topics and interventions. A follow-up project found ways to enhance the design to accommodate more in-depth learning and live webinars.

The customer admin portal continues to expand with new topics and interventions