The Homepage

The homepage is the first experience users have when they arrive on the My Bright Horizons platform, but we had iterated and added new features so quickly that it had quickly become overwhelming for users. Survey results showed that users often felt lost. It was clear that a thoughtful redesign was needed to create a more intuitive and engaging user experience.

From too simple to too complex

When I joined Bright Horizons, the homepage had just launched as an MVP and featured a simple design. Shortly after, a high volume of stakeholder requests led to the rapid addition of new content and features. Although we conducted quick testing between updates, the pace of growth made it difficult to maintain a strong user experience. While engagement continued to rise, user feedback increasingly indicated that the page felt crowded.

The image below shows the evolution from the original design to the more congested state.

Preliminary Testing

Before beginning the redesign, we conducted additional research to better understand which areas were most valuable to users and which were causing confusion. I surveyed current users through Pendo and tested with non-users using UserTesting.com.

Findings: Both groups were closely aligned and identified the calendar and dashboards as their most important features. They responded positively to benefits being organized by category (such as education and childcare.) While the homepage was visually appealing, many users struggled to understand the information presented. One clear takeaway was that the yellow buttons did not resonate with users.

Wireframes and Design Exploration

With a clear goal to reduce clutter and informed by direct user feedback on what mattered most, we began creating wireframes, followed by high-fidelity designs to gather input from stakeholders.

Below are a few design explorations that ultimately did not move forward after user testing and stakeholder feedback.

The Final Design

After many iterations, we arrived at a design that excited the team, stakeholders, and user testers (a major win!) The new layout prioritizes the most important elements for users by placing dashboards and appointments at the top of the page, simplifying the overall structure, and grouping related benefits and resources into curated collections. During A/B testing, the majority of users preferred the new design and reported increased confidence when using it (see survey results below).

Following the launch of new features and UX enhancements, analytics showed weekly engagement rose from 12% to 24%.

Family Concierge

Family Concierge is a premium service within the My Bright Horizons platform that allows users to speak directly with a representative about the benefits available to them.

Version 1

The request to create this new product came on a tight timeline. We had roughly one week to meet with the Family Concierge team and product managers, design a solution based on their requirements, make revisions, and annotate the design for engineering. Given the fast turnaround, we decided to launch without user testing and rely on Pendo analytics to inform a stronger version 2.

In this iteration (images below), users can select support options, which then expand to allow them to provide additional details if they wish.

The Learnings

We identified several areas for improvement through accessibility testing and analytics review. The most critical accsiblity issue was that users couldn’t select options and use the dropdown simultaneously. Another major finding was a very high drop-off rate of 58%. Users were overwhelmed by a large, information-heavy form and exited before completion. We documented all these insights and used them to guide the development of version 2.

Planning & Wireframing Version 2

To address these pain points, we explored a multi-step form that presents only the most important information upfront, allowing users to add details later if they choose. This approach lets users submit a quick request without feeling overwhelmed by a long form. Additionally, separating the care selection and detail fields into distinct steps instead of the previous expanding dropdowns resolved the accessibility issue.

Testing Version 2

The Family Concierge team was excited about this new approach, so we created quick high-fidelity prototypes to test in UserTesting.com. Users were asked to start on the homepage, locate Family Concierge, and complete a care request from start to finish.

‍Results: Users navigated the new flow with ease and responded positively overall, though some noted that there were quite a few steps.

Final Version 2

Based on testing insights, I simplified the form further to reduce extra steps and help minimize potential drop-off. Steps 1 and 2 were combined, and the first screen now allows users to optionally add extra details, eliminating the need for an additional confirmation screen. The Family Concierge team was excited by the testing results and the streamlined design and began development immediately.

My Bright Horizons

Benefits Marketplace | Product Redesign and New Additions

As the UX/UI designer for the My Bright Horizons team, my focus was on improving existing designs and introducing new features to the platform. Each feature was user tested through UserTesting.com, accessibility tested, and analyzed using Pendo to ensure a seamless experience.