Why the UX of an EAP Matters

The term UX refers to the user experience, which generally represents the process of designing products and services that are easy to use and valuable. From CuraLinc's perspective, UX also refers to every aspect of a participant's interaction with the employee assistance program, or EAP.

Every element of CuraLinc’s EAP model, from the way calls, texts, emails and other inquiries are addressed to the process behind CuraLinc’s 'smart referrals' to local EAP counselors to the program's access-focused technology suite, was developed to answer the following questions:

• Does the program provide employees with enough avenues to access care and resources?

• Once employees reach the EAP, how user-friendly is the process?

• Do participants trust the EAP as a credible and worthwhile resource?

• Does the program offer enough navigation and guidance for employees with a variety of MH or SA concerns?

• Do EAP participants feel they're getting value out of the program?

• Does the UX help the program drive a positive and measurable impact on health and productivity?

A poor EAP UX can lead to missed engagement opportunities, lost employees forced to seek external resources, misrepresented utilization data and a general lack of value within the program -- whereas the right design system can help employees resolve their stress, anxiety or depression in an efficient and effective manner.