OVERVIEW

For SSA, Information Technology is vital to their mission and to the way they serve the public. SSA have applied technology effectively and creatively over the years to better serve the changing needs of the American people.

However, as we all experience in our personal lives, technological change is accelerating at a relentless pace. New technologies offer us remarkable opportunities to change, transform and greatly improve the way we serve the public.

SSA concludes that IT modernization is now an imperative for the SSA and they must start now.

PROBLEM

Many of SSA’s core systems are over 30 years old. They have grown increasingly fragile and costlier to maintain. Therefore, we UX Designers needed to think about the users, in this case Technicians. The old system (created in the '90s) was becoming obsolete and harder to use.

We needed to provide them with a new UI and more effective ways to process their evidences by either viewing it or exporting it. This is something the technicians need to do multiple times a day.

Landing page

Alternative versions for the landing page

THE SOLUTION

After discussions with Product Owners and accessing their requirements we were shown some demos of their current system so that we could become more familiarized with their process. While having these demos we were able to ask important questions for our discovery process. They needed a system where they did not have to use three separate systems in order to perform a task, That was adding extra work and proven inefficient. 

I was assigned the task of creating alternatives version for the landing page as well as working on some other internal pages that added more complexity to the project.

TIMELINE

We had a few months to work on these and came up with a few versions.

RESULTS

It was quite satisfying to see their reactions when they saw these comps. They were quite pleased as to how many other options they would have while performing their work. we hear comments like “I am so happy I don't need to use two systems in order to view and then print an evidence", or “Now we can just come here and do everything we need to do in one place" and “I really like this new interface. Everything is right there when you need it".

REFLECTION

I've learned you can create meaningful relationships with your users that can ultimately shape the end result of our product into an unimaginable scale. This highlights my experience here, as I had the chance to experience the empathetic mindset and process of a UX designer. As a designer, when you encounter an opportunity like this, all you need is empathy, curiosity, and constant iteration to design an experience that can get these users motivated in their workflow again.

Consolidated Claims Experience | CCE (Payment Status I)

Consolidated Claims Experience | CCE (Payment Status II)