Because of confidentiality, direct research with employees wasn't possible. Discovery sessions were run by the offboarding squad with HR operations and legal teams to map pain points from previous cycles. The pattern was clear: no visibility of values at enrollment, no clarity on health plans and next steps, and the operation answering the same questions every cycle. To validate direction, I ran design critique sessions with senior designers on the team, checking the work against core usability heuristics. Not every adjustment made it in. Some were flagged but couldn't be implemented given the development timeline.