The client sought to modernize an outdated, mainframe unemployment insurance system used by state agents to manage claims. The goal was to improve efficiency, reduce manual workarounds, and support more consistent decision-making across roles.
Role:
UX Lead
Industry:
Government
Tools Used:
Figma, Mural
“I usually have a sticky note on my desk just to remind myself what step I’m on. Otherwise, I’ll lose track when I have to switch screens or look something up.” – Adjudicator, user interview
“There are so many codes to remember. If you’re new, you basically have to shadow someone for weeks just to learn how to use the system.” – Training supervisor, user interview
Discovery & Research
Facilitated remote workshops with state agents, policy leads, and IT to surface pain points and opportunities
Adapted user interview methods to meet strict government privacy rules by designing a custom Mural template agents could fill out before, during, or after each session
Conducted interviews with 10+ user groups, focusing on journey pain points without recording audio
Audited workflows and legacy screen flows in legacy system and prior iterated versions of the new system to capture UI patterns and task inconsistencies
UX Value Driver Statement
"[The Modern Claims Platform] is a highly intuitive, organized, and modern Unemployment Insurance Claims Management System that adapts to the diverse needs of [client staff]. Its seamless navigation is tailored to each user’s role, providing flexible and streamlined access to essential information while unifying workflows and automating tasks. The trusted system leverages user feedback to demonstrate its commitment to continuous improvement, ultimately empowering its users to seamlessly manage unemployment insurance claims."
Design & Prototyping
Produced over 40 low-fidelity wireframes to explore consolidated workflows, shared UI components, and role-based interactions
Delivered two distinct design concepts to help stakeholders evaluate interaction models and layout approaches
Prioritized modularity, scalability, and WCAG compliance to support long-term modernization goals
Partnered closely with product owners and developers to ensure proposed designs aligned with the technical roadmap
