Digital Experiences for All: How Unum Supports the Modern Workforce

How do you create digital experiences that truly serve every user - from HR leaders to employees - without losing sight of the bigger picture?

Lio Lopez-Welsch is the Chief Information and Digital Officer at Unum UK.

He joined the podcast to discuss how Unum builds digital platforms for a wide range of users - from employers and brokers to employees and their families.

In this episode, Lio shares how Unum UK tailors role-based digital experiences, integrates real-time data insights, and builds tools that empower people across all stages of work and wellness - while navigating compliance, legacy systems, and the promise of AI.

Designing Digital Channels for Distinct Needs

The big challenge with building digital tools for different user groups is that they all want different things.

Brokers, HR managers, and everyday employees have separate goals, behaviours, and levels of technical confidence.

For Lio and the team at Unum, the answer isn’t one-size-fits-all.

Instead, they’ve built dedicated channels tailored to each interaction type.

Creating the Right Tools for the Right Roles

Unum’s digital strategy comes down to three key platforms, each designed around user-specific needs.

Help@hand is a health and wellbeing app for employees and their families.

It offers fast access to core services like GP consultations, mental health support, and lifestyle coaching.

Its simplicity and portability make it ideal for people managing work and home life on the go.

For employers, Help@hand also delivers anonymised usage insights that help HR teams understand what staff need most.

The Employer Portal, launched in 2024, is designed for HR teams to manage claims and referrals easily in one place.

This includes a dashboard that tracks claim statuses in real time and allows secure, centralised access.

UnumOnline supports brokers and advisers with tools for quoting, buying, and renewing group risk policies.

It offers easy access to policy details, commission statements and scheme histories - all optimised around adviser workflows.

Each platform is integrated through a shared digital ecosystem, allowing data to move securely and enable role-specific experiences.

Why Unified Platforms Aren’t Always Better

On paper, one platform for everyone sounds efficient.

But, as Lio points out, that doesn’t always translate in the real world.

The needs of workers using a benefits app at 7 a.m. are worlds apart from those of a broker handling a multi-client portfolio in the office.

So Unum chose flexibility over forced unification, allowing each tool to evolve with user needs.

"We found it more effective to build separate experiences depending on need, while building a scalable digital ecosystem in the background."

Lio Lopez-Welsch, Unum UK

Using Data to Create Impactful Insights

For Lio and his team, data isn’t just about tracking usage.

It’s about helping companies make informed, strategic decisions that improve people’s lives.

One key focus is turning platform analytics into meaningful suggestions.

For instance, Unum’s Help@hand platform provides employers with anonymised data on:

• Which services are used most (e.g. GP bookings or mental health resources)
• When services are accessed (e.g. peak appointment hours)
• Who is using the tools (based on anonymous demographics)
• How often dependents use family-access features

All of this helps employers shape wellbeing strategies that are both relevant and respectful of privacy.

As Lio explains, combining these analytics with human feedback also leads to better design and better outcomes.

"The analytics tells us what’s happening, but it’s the user stories and focus groups that tell us why."

Lio Lopez-Welsch, Unum UK

Personalisation Across the Employee Journey

Personalisation is emerging as a major differentiator in workplace benefits tools.

Unum embeds personalisation at multiple levels:

• At point of sale - advisors help employers choose benefit packages that fit their workforce mix
• At point of use - employees shape their own app experience based on needs and preferences

Help@hand, for example, offers assessments that guide users to content or services most relevant to their health profile.

That could include on-demand coaching to follow up on mental wellness, or lifestyle advice triggered by survey results.

This approach respects user agency while encouraging deeper engagement over time.

Can Nudges Drive Better Habits?

Unum is also beginning to explore nudges - using behavioural insights and data to encourage helpful actions at the right time.

For now, this feature is in early stages, but it’s an area where Lio sees major potential, especially with support from AI down the line.

Modernising Architecture to Power Better Experiences

Scaling digital products isn’t just about good design. You need an infrastructure that can keep up.

For Unum, that meant modernising legacy back-end systems to enable more agile, responsive digital features.

This change is critical for real-time data access, personalisation and integration across user groups.

As Lio explains, the architecture behind the scenes plays a major role in enabling better front-end experiences.

"Modern architecture empowers modern experiences. That’s why we’re reducing legacy dependencies in favour of integration-ready systems that scale."

Lio Lopez-Welsch, Unum UK

AI’s Promise: Empowering People, Not Replacing Them

AI often dominates the headlines, but at Unum, the focus is practical.

For now, this means using AI to support human teams - not replace them.

Think intelligent automation, faster responses, and insights that help staff deliver better customer service.

Lio calls this approach “cyborgs not androids.”

By augmenting experienced teams with smart AI support, Unum can scale more efficiently while keeping the human connection intact.

The Importance of High-Quality Data

None of this works without reliable, up-to-date input.

Enriching data - particularly from multiple sources like brokers and employers - remains one of the biggest industry challenges.

Unum has invested heavily in responsible data management and validation systems to address this.

Compliance as a Strategic Partner

As a regulated firm, compliance is a constant consideration.

But Unum treats its compliance team as a collaborator in innovation - not a blocker.

Lio’s experience shows that working together early improves both speed and safety.

"The best outcomes come when compliance sits with the development team - not at the end of the process."

Lio Lopez-Welsch, Unum UK

The Employer Portal: A Real-World Success Story

One standout example of successful co-creation is Unum’s employer portal.

Launched in 2024, it was built directly in response to feedback from employer user groups.

The platform simplifies claims and rehab referrals - a pain point often flagged by employers.

The result? 82% of relevant claims and over half of absence referrals from participating employers are now handled through the new portal.

It’s a prime example of speed, relevance, and user-centred design in action.

Scaling Digital in Regulated Environments: Key Advice

Lio’s recommendation for other firms? Start by reimagining the experience - not just digitising old processes.

Legacy systems can be useful, but they’ll only take you so far if you want to scale meaningfully.

Instead, decide what the ideal journey should look like, invest in the right ecosystem, and roll out changes in manageable phases.

This way, you deliver value early, make room for iteration, and reduce regulatory risk at each stage.

The Hardest Question: What Should We Actually Do?

With new tech, rising expectations, and dozens of opportunities to explore, Lio says prioritisation is the real challenge.

It’s about balancing what’s required today with what will have the biggest impact tomorrow.

And knowing when to explore the power of AI - and when to pause and ask: who really needs this next?

FAQs

What Is Help@hand?

Help@hand is Unum’s wellbeing app that offers services like GP consultations, mental health support, and lifestyle coaching for employees and their families.

Why Did Unum Build Separate Platforms for Different Users?

Each user group - employers, brokers, and employees - has distinct needs. Building tailored platforms allowed Unum to deliver tools that make sense for each role while integrating data behind the scenes.

How Does Unum Use AI Today?

Unum uses AI to streamline tasks and support staff with faster, more consistent service. The goal is to free up teams to focus on complex human-centred work.

What Type of Data Does Unum Share with Employers?

Unum shares aggregated, anonymised insights from platforms like Help@hand to help employers improve workforce wellbeing strategies without breaching individual confidentiality.

Why Is Compliance Involved Early in Product Development?

Involving compliance teams early helps ensure digital innovations are legal, ethical, and sustainable - without delaying delivery or requiring late-stage fixes.

References

Evolving Digital Regulation For Growth And Innovation, techUK, 2025

Employees As Customers: Unlocking The Power Of Internal Customer Experience, Oaklin, 2025

How Workplace Benefits Build Loyalty, Paydata Ltd, 2025

The Regulation Of AI In UK Insurance: An Introductory Guide, Pinsent Masons, 2025

Why Measuring Employee Wellbeing Is Good For Business, CBI, 2025

Why You Should Consider Benefit Personalisation, Eppione UK, 2025

From Compliance To Innovation: The Impact Of Regulatory Changes On Financial Practices In Fintech, FD Capital Recruitment, 2025

Designing For Diverse Needs: How Can UX Better Embrace Inclusion?, Research Live, 2025

Do Employee Wellness Apps Really Work?, Benefit News, 2025

Partners In Innovation: Four Steps For Co-Creating With Your Customers, Forbes, 2023

Financial Stability In Focus: Artificial Intelligence In The Financial System, Bank of England, 2025

Reviewed by

Sam Kendall, 18.06.2025