How to Choose an Employee Benefits Portal Your Team Will Actually Use

When searching for HR solutions that truly serve both your team and the employees you support, it’s easy to jot down a list of recommended platforms and pick from there. But that approach often reveals a frustrating reality: while many platforms look good on paper, far fewer actually inspire consistent employee participation and engagement.

And let’s face it—what’s the point of a benefits portal if your team won’t use it?

It’s flattering when your employees see you and the HR services you provide as their trusted go-to. But that kind of relationship often brings hidden challenges—for both your HR team and the employees you support. When employees rely too heavily on HR for answers, it creates a cycle of dependency: your time gets consumed by repetitive questions, and employees miss the chance to build confidence and independence in managing their own benefits.

If this sounds familiar, it may be time to shift from a reactive solution to a proactive one. The right platform can make the difference between a team that feels confused and disengaged—or one that’s empowered, confident, and ready to take full advantage of their benefits.

Here’s what to keep in mind as you evaluate your benefits solution options:

Identify What Matters Most to Your Team

Start with the people living the experience every day: your benefits users. What are their biggest pain points?

• Are they frustrated by confusing insurance plans?
• Do they struggle to understand company perks?
• Are retirement contributions or health benefits a recurring source of questions?

Think about the kinds of questions employees regularly ask. Are they things they should be able to answer on their own?

Also consider your workforce demographics. How comfortable are they with technology? Do they prefer email updates, or do they want on-demand, real-time answers—maybe even with a 24/7 assistant at the ready?

Pendant is built for the end-user, blending personalized, accessible education with meaningful tools, a searchable benefits library, and an AI assistant designed to handle even the trickiest employee questions.

Look Beyond Plan Management

Your portal should explain benefits clearly—not just list them.

Too many platforms stop at enrollment and fail to provide consistent support throughout the year. But employees don’t just need answers during open enrollment. They need them when life happens—whether that’s an unexpected health concern, a question about retirement contributions, or clarity on mental wellness resources.

When reviewing a platform, make sure it offers:

• Interactive benefits education that goes beyond static PDFs
• Year-round support, not just once a year
• Contextual, easy-to-find help that empowers employees without HR intervention

Pendant takes this further with real-time announcements and an AI assistant, ensuring your team gets support when they need it most—planned or unplanned.

Evaluate the User Experience

A clunky, confusing platform is the fastest way to guarantee employees won’t use it.

The platform you choose should feel like an upgrade from what you have now—and ideally, like an app your employees would download even if you didn’t provide it. During stressful times like open enrollment, a seamless interface can make all the difference.

Before making a decision, ask yourself:

• Can users find what they need without constant HR handholding?
• Is the interface intuitive enough for a brand-new user?
• Does it offer a turnkey experience for both HR and employees?
• What’s the setup process like—and is it easy to manage long-term?
• Can it be customized to align with your company’s unique needs and schedule?

Prioritize Communication

Your benefits portal should reflect your company’s culture. Benefits are deeply personal, and your platform should communicate that. Whether your workplace vibe is professional and efficient or warm and personable, the right solution will adapt to your voice and values.

Look for a platform that allows you to:

• Tailor messaging to match your culture
• Highlight exclusive benefits by employee type
• Incorporate your branding and values
• Present itself as a true extension of your HR team—not just another impersonal tool

Final Thoughts & Next Steps

When evaluating options, keep these core questions front of mind:

• Will this platform help employees truly understand—and use—their benefits?
• Will it reduce the number of questions landing on my HR team’s plate?
• Can it adapt to our unique workforce and brand?
• Will it keep employees engaged beyond open enrollment?

Your action plan moving forward:

1. List your team’s top benefits pain points and match them to solutions offered by potential platforms.
2. Request demos or walkthroughs, paying close attention to both admin features and user experience.
3. Ask vendors to show you how their platform helps to educate employees—not just how they manage benefits.
4. Check integration compatibility with your existing HR tech stack.
5. Choose a partner, not just a portal—a vendor that genuinely wants to see your team succeed.

Because at the end of the day, neither you nor your employees are just a number.

‍