Case Study

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Modernizing the HSA Experience: 40% Higher Customer Satisfaction

A non-bank HSA trustee's fragmented, outdated portal was driving high support costs and eroding participant confidence across five user roles. RTS Labs redesigned the full experience into a unified, role-based platform in 24 weeks — resulting in a 40% boost in customer satisfaction and a 65% reduction in support call volume.

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Case Study at a Glance
Client

Health Savings Trustee

Industry

,

Use Case

Multi-Portal Redesign & Digital Transformation

Tech Stack

React

.NET Core

SQL Server

Azure

Time to Production
From brief to live deployment
0 weeks
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1. The Challenge

A rapidly growing non-bank HSA trustee offered participants access to Vanguard institutional fund shares and FDIC-insured savings accounts — a best-in-class product undermined by a best-of-2010 interface. Five distinct user types — Participants, Producers, Partners, Sponsors, and Administrators — each interacted with siloed, role-unaware systems that couldn’t share data or surface a unified view. The result was a support team overwhelmed by account lockouts and basic data questions, and a participant base with low confidence in a product that deserved better.

Siloed Data Architecture

Five user-role systems operated independently with no shared data layer, making a unified participant view technically impossible without a full rebuild.

Siloed role-specific systems
0

Support Call Overload

Without self-service capability, participants escalated routine account questions to live support — consuming team capacity that should have gone to HSA education and upsell.

Of interactions required live support
0 %

Frequent Account Lockouts

A rigid, legacy auth layer generated lockout rates well above industry benchmarks, eroding participant trust and compounding inbound call volume.

Industry avg. lockout rate
0 x

2. The Engineer Approach

RTS Labs began with a cross-role discovery sprint — mapping each of the five user journeys to identify where the architecture broke down and where shared components could eliminate redundancy. The team designed a unified data layer first, then built five role-specific interfaces on top of it, each tailored to the permissions and workflows of its audience. A new authentication framework reduced lockouts at the source, and a phased rollout kept the existing platform live throughout.

  • Unified Data Layer

    RTS audited all five legacy systems and designed a single participant data model in SQL Server, normalizing account, eligibility, and transaction records into one source of truth accessible across all portals.

  • Role-Based Portal Architecture

    Five React front-ends — Participant, Producer, Partner, Sponsor, and Administrator — were built on a shared component library, each surfacing only the data and actions relevant to that role.

  • Authentication & Access Controls

    A rebuilt auth layer on .NET Core introduced role-scoped session management and self-service account recovery, directly targeting the lockout pattern identified in discovery.

  • Azure Deployment & Phased Rollout

    The platform was containerized and deployed to Azure, with a blue/green rollout strategy that allowed zero-downtime cutover role by role — minimizing risk across a complex, multi-stakeholder user base.

The challenge wasn't just building five portals — it was making them feel like one product. We invested heavily in the shared data layer upfront so that every role-specific view pulled from the same source of truth. That decision is what made the 40% satisfaction jump possible.
Solution Lead
Solution Lead, RTS Labs

3. Results & Impact

Customer Satisfaction Increase
0 %
Annual Support Savings
0 M
Reduction in Support Calls
0 %
Time to Production
0 wks

Before RTS Labs

  • Fragmented Data

    Five siloed systems with no shared participant data layer

  • Overwhelmed Support Channels

    40% of interactions required live agent support

  • High Lockout Rates

    Lockout rates 3× the industry average

  • Manual Account Recovery

    No self-service account recovery for any user role

After RTS Labs

  • Unified Data Layer

    Single unified data model powering all five role-based portals

  • Empowered Users

    Self-service resolution for routine account and data questions

  • Optimized Authentication

    Role-scoped auth eliminates the legacy lockout pattern

  • Instant Visibility

    Real-time dashboards for Administrators and Sponsors

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