November 2025

The “Campaign ID” field was added to audit events.

This enhancement improved reporting based on campaign ID for applicable portals.

Passkey Management in HSID admin tool

Legacy HSID Admin tool

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Impacted?	No	No	No	No	Yes

Tier 1.0 agents previously lacked visibility and control over user passkeys in the HSID Admin Tool. These changes enabled passkey management for UHC.

Support portal adoption of EDA CDO

The goal was to enhance Web SSO performance and reduce user frustration caused by slow SSO and drop-offs.

Release Date: November 1, 2025

UHC web portal team

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

The UHC web portal team enabled real-time tracking to distinguish between registration and sign-in. The real-time ID token now included an AuthFlow parameter, which indicated whether the user was registering or authenticating.

This allows UHC to categorize user access and report metrics for login versus registration flows, improving visibility into user behavior and supporting data-driven decisions for portal optimization.

HSID applications - EDA

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

The “Need help” footer in HSID applications (EDA) displays custom content with HTML support, improving readability. This change impacted only HSID tenants.

HSID applications - EDA

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

The identification page and modal links/buttons became customizable, based on pilot feedback, to enhance user experience. This also impacted only HSID tenants

UHC web portal team

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

The real-time ID token used by the UHC portal was updated by introducing a new parameter, AuthFlow, which indicated values such as Registration or Authentication. This allowed UHC to categorize user access and enabled effective reporting through the EDA experience for new portals onboarding into EDA.

This enhancement empowered UHC and other portals to build a clear funnel and accurately report metrics for login versus registration flows, improving visibility into user behavior and supporting data-driven decisions for optimizing the portal experience.

HSID applications - EDA

Users see custom content in the “Need help” footer, improving content readability with HTML tags.

HSID applications - EDA

EDA experience aimed to offer more flexible custom content for users.

The identification page and modal links became customizable, based on pilot feedback. This improved the user experience by allowing flexible custom content for users, impacting only the HSID tenant

HSID Operations and Audit team

HSID legacy and Aikyam Identity Platform audit events now features a consistent session ID across login, registration, and account recovery flows, allowing all related events to be linked under one session. This improved debugging, troubleshooting, operational efficiency, and audit accuracy.

HSID applications - EDA

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

Tracking for data layer site section 2 was improved to provide accurate registration success and failure numbers for Adobe Analytics, including the Optum App. The EDA UI will update the event sequence so that the formComplete event triggered after the PageTrack event. This addressed cases where the siteSection2 value was absent if the Personal Info page was skipped, and adjusted abandonment metrics to more accurately represent user behavior.

The registration flow needs to handle cases where the siteSection2 value is missing on all pages if the Personal Info page is skipped. This typically happens when a user leaves the in-app browser to retrieve an OTP and then restarts registration from the app. While the app manages this process, updates to the HSID UI are required.

Introduced a new consumer self-service option to reduce support call volume during account recovery.

EDA users attempting to recover their accounts

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

Previously, during the account recovery process, if an account was uniquely identified by First Name, Last Name, Date of Birth, and Phone Number, but the previously entered email was linked to a different account, users encountered the error message: “Email registered with another account.” This prevented them from continuing the recovery process.

The error message “Email registered with another account” was removed. Users were able to enter a different email address not associated with another HSID account to proceed with recovery. Once the new email address was verified, the account was recovered, and the email was updated to the newly provided one.

This change was implemented to enhance self-service account recovery options, maintain users within the digital channel by eliminating a dead-end error message, and reduce support contacts that were previously triggered by this issue.

HSID/OHID applications who use the chat support

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	Yes	No	No	No	Yes

HSID/OHID applications that use chat support.

A comprehensive migration from the LUIS platform to Amazon Lex was completed, along with significant improvements to the chat interface and functionality.

This migration was implemented to modernize the conversational AI platform, improve scalability, enhance user experience, and reduce operational costs.

OHID Tenant/applications

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	Yes	No	No	No	No

A unified phone verification flow was introduced. Users could use the Update Phone option to update, correct, or re-verify their phone number or country code during registration and login.

This feature was implemented to allow users to update or confirm the phone number and country code linked to their account, reducing Tier 1 support calls and improving user experience.

OptumRx/BenefitRx - Caregiver Implementation & Support

HSID applications that use caregiver flow

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

The support portal adopted EDA, implementing unified flows for caregivers and personal representative access. This allowed portals such as OptumRx/UHC to support user delegation of access as required by business needs, impacting only the HSID tenant.

This implementation was required for portals such as OptumRx/UHC to transition to the EDA framework.

Error handling in the standard SSO flow for the EDA framework

HSID applications

Tenants	OHID	MAHIX	BEWELLNM	GOVID	HSID
Any impact?	No	No	No	No	Yes

Streamlined error handling in the standard SSO flow for the EDA framework to enhance troubleshooting.

This change was required for the CDO EDA conversion and other portals using standard SSO, enabling quicker troubleshooting and smoother error handling.