Mercedes Ikard leads benefits operations for The Walt Disney Company's sprawling workforce. Six generations. Multiple business lines. Cast members and C-suite executives. The temptation in benefits communication is to explain everything to everyone all at once. To drown people in plan details and compliance language and coverage nuances.
Mercedes does the opposite.
"That's how you capture everyone at the beginning. And then I call them side streets."
The foundation is simple, clear, accessible to all. Hit the high points. Make sure everyone understands the basics. Then create pathways for those who need to go deeper. Want to understand primary care options? There's a side street for that. Need to navigate high-quality physicians? Different pathway. Retirement planning intricacies? Another avenue entirely.
"People can realize, oh, I'm not quite clear on this. Or I think this is where I need to index and kind of double down on, and then provide another avenue just to focus on that particular nuance or intricacy."
This is benefits design as information architecture. Everyone gets the foundation. No one is overwhelmed. Those who need more can find their specific side street without forcing everyone else to take the same journey.
In an organization as complex as Disney, this isn't just good communication. It's the only way six generations actually understand what they have access to.
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