Pre‑Enrollment User Journey

Designing a Clear, Trust‑Building Path Before Enrollment Begins

Overview

Enrollment success depends on what happens before someone begins the official process. Early feedback and analytics showed that many potential participants disengaged long before reaching the enrollment flow itself. The root issue wasn’t just enrollment friction — it was pre‑enrollment uncertainty.

I led a redesign of the pre‑enrollment journey to reduce confusion, build trust, and help people understand exactly what participation entails before committing their time and information.

The Problem

The pre‑enrollment experience lacked clarity and consistency. Prospective participants reported:

• Unclear expectations about what the program required

• Difficulty finding information that matched their circumstances

• Confusing entry points that changed by channel or community partner

• Limited understanding of time commitment, data use, or benefits

This uncertainty caused significant drop‑off at the very first touchpoints. People weren’t opting out because they didn’t want to participate — they were opting out because they didn’t know what they were opting into.

The program needed a more predictable, transparent introduction that supported informed decision‑making.