What new features could Justworks add to its benefits administration platform to simplify open enrollment for small businesses?

Introduction

To improve Justworks' benefits administration platform for small businesses during open enrollment, we need to identify key pain points and develop innovative solutions. I'll analyze user segments, prioritize issues, and propose features that simplify the process while considering technical feasibility and business impact.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Justworks primarily serves small businesses with limited HR resources. Could you confirm the typical company size and industry verticals we're focusing on?

Why it matters: Determines the complexity of benefits offerings and level of support needed Expected answer: Companies with 10-100 employees across various industries Impact on approach: Would tailor solutions for non-HR professionals managing benefits

• Considering user behavior, I'm curious about the current engagement patterns during open enrollment. What percentage of employees typically complete enrollment within the first week, and what's the average time spent on the platform?

Why it matters: Helps identify bottlenecks and areas for streamlining Expected answer: 60% complete in the first week, average time 45 minutes Impact on approach: Would focus on reducing time spent and increasing early completion rates

• Regarding pain points, I'm wondering about the most common support tickets or complaints during open enrollment. What are the top 3 issues reported by both employers and employees?

Why it matters: Directly informs which areas need the most improvement Expected answer: Plan comparison difficulties, deadline management, and documentation uploads Impact on approach: Would prioritize features addressing these specific pain points

• Considering the product lifecycle, where does Justworks stand in terms of market penetration and customer retention? Are we looking to acquire new customers or primarily improve satisfaction for existing ones?

Why it matters: Influences whether to focus on onboarding improvements or advanced features Expected answer: Established player focusing on retention and upselling Impact on approach: Would emphasize features that deepen platform usage and value