Benefit brokers, third-party administrators (TPAs) and human resource managers provide, administer and manage benefits packages for companies of all sizes. As the workplace evolves and workforce needs change, benefits are becoming more complex. Employers want to offer competitive packages to help attract, retain and reward employees with benefits they access via positive experiences. The administrative systems relied on for these purposes can have a major impact.

Given the important role that the software solution can hold in the user experience equation, what should benefits brokers, TPAs and employers expect from their software providers? Or to put it another way – what do software providers owe to their clients?

Experience

Technology has been growing at an exponential rate, particularly over the last several decades. People tend to get very excited by the next new thing, something that's on the "cutting edge." When it's something fun and entertaining – like a cool new phone or the latest video game with amazing graphics – we tend to get annoyed when we encounter "bugs," but that's about it.