Behind the Scenes: How We Reimagined Our Mobile App
We’re excited to share a behind-the-scenes look at how we reimagined our mobile app—an experience that’s been months in the making and shaped by real participant feedback, cross-functional collaboration, and a bold vision for the future of benefits management. The app, currently known as EBC Mobile, will be relaunched in December under its new name: EBCentral. We spoke with Chief Product & Technology Officer, James Lyerly, and Product Managers, Jess Lambert and Katie Matykowski, whose perspectives helped illuminate the decisions and innovations behind the redesign.
Listening First: What Participants Told Us
The mobile app redesign began with a simple but powerful goal: make the app easier, faster, and more intuitive for participants. Our product team analyzed app store reviews, support tickets, and direct user feedback to understand what participants truly needed. The message was consistent—less friction, a more modern interface, and quicker access to the tools that matter most.
We responded by streamlining navigation, reducing unnecessary taps, and improving clarity around benefit activities. The goal was to empower participants to take action confidently. As Katie put it, “Overall we want [participants] to come to the app and be delighted with how they interact with us.” That sense of delight and ease has been a guiding principle throughout the redesign.
Human-Centered Meets Tech-Forward
Our redesign focused on human-centered design—using technology as a means to elevate our service, simplify experiences, and meet participants’ needs in real time. That meant treating technology not as the centerpiece, but as a powerful tool to support individual needs.
“Technology is the enabler,” Jess explained. “We focused on solving real human problems—moments of frustration, confusion, or uncertainty, and design experiences that simplify resolution.”
One example of this approach is how we’ve reimagined the way participants interact with their transactions. Instead of waiting or wondering, the app now responds in real time—offering clarity and guidance exactly when it’s needed. It’s a small shift with a big impact, designed to reduce friction and help participants feel more in control.
James summed it up perfectly: “People don’t buy products—they buy satisfaction. And satisfaction comes from resolution.”
What’s New: Features That Empower
As part of the mobile app redesign, we’re introducing several new features to help participants better manage their benefits.
Real-Time Notifications
One of the most exciting features coming to the mobile app is real-time notifications. In the updated app, participants will be notified within seconds of their Benefits Card being used, whether it’s an approval, a decline, or a documentation request. This instant feedback gives users clarity and control in the moment.
Another reason that we’re excited about real-time notifications is because they play a key role in benefits security. In an environment where fraud is a growing concern, staying informed is essential. This feature empowers participants to take action if something doesn’t look right. It adds another layer for helping participants keep their accounts safe.
Documentation Submission
We’re making it easier than ever to submit your documentation. The new upload process walks users through each step so they know exactly what’s required. Clear instructions and helpful tips to ensure submissions are complete the first time. Our goal: less confusion, faster approvals, and a smoother experience every time.
Card Management Tools
We’re also introducing enhanced card management tools that allow participants to have full control over their Benefits Card. From locking and unlocking a card to replacing a lost one or requesting additional cards for eligible dependents, everything can be done directly from the app’s dashboard. Participants will also have instant access to their transaction history and card status.
Looking Ahead: A Smarter, More Supportive Experience
While we’re not revealing everything just yet, the future of our app is about proactive support and personalization. As Jess put it, “The app will evolve from a tool you use to an experience that anticipates needs and guides participants through every stage of your benefits journey with empathy and intelligence baked in.”
We’re investing in our mobile app as the tool of choice for benefits management—bringing feature parity with our website and expanding its capabilities to meet participants where they are.
Overall, we want our clients and participants to know that this isn’t just an update—it’s a reset. We know past reviews may not reflect the experience we’re delivering today, and we’re here to say: we're listening, we're learning, and we're rebuilding. Everything you see in the new app is designed with you in mind. And we’re just getting started.
If you’re interested in learning more about our upcoming mobile app enhancements, tune into our upcoming webinar Reimagining the Benefits Experience: The New EBCentral App on Thursday, December 4 at 1 PM CT. If you have any questions about our mobile app, contact us at sales@ebcflex.com.