The client sought to modernize an outdated, mainframe–based unemployment insurance claims system used by state agents. The goal was to improve efficiency, reduce manual workarounds, and support consistent, role-focused decision-making across the agency.
As Lead UX Consultant, I ran a value driver workshop, conducted secure interviews with 10+ user groups, and delivered 40+ wireframes along with two distinct design concepts to build stakeholder confidence.
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 a UX Value Driver workshop with key stakeholders to define success metrics (task time, error reduction, adoption) and align on UX principles (intuitive navigation, role-based views, automation).
Designed a custom Mural template to capture detailed interview feedback while adhering to strict privacy rules of no audio recordings, allowing users to provide written input before, during, and after sessions.
Conducted 10+ user group interviews across units (Adjudication, Call Center, Fraud, Training, etc.), uncovering key needs like export capabilities, filtering gaps, and automated calculations.
Audited legacy and prior prototype screens to map inconsistent UI patterns, manual entry steps, and missing keyboard-shortcut support.
UX Value Driver Statement
"The Modern Claims Platform is a role-based web application that adapts to diverse staff needs by unifying workflows, automating routine tasks, and delivering real-time data. Grounded in user feedback and accessibility principles, it offers intuitive navigation and continuous improvement to empower agents to manage claims efficiently."
Research Findings
Excel-style exports & advanced filtering were top requests to replace manual spreadsheets.
Automated workflows (e.g., form generation, calculations) emerged as essential to cut repetitive steps.
Role-based dashboards with customizable shortcuts resonated with diverse needs of the different user groups.
Early incorporation of accessibility principles (contrast, labels) ensured inclusive design without a separate audit effort.
Design & Prototyping
Produced 40+ low-fidelity wireframes exploring unified navigation, consolidated workflows, and automated modules.
Delivered two distinct design concepts, beyond scope —one aligned to an existing system theme, the other a fresh “portal-style” approach — to demonstrate polished visuals that allowed stakeholders to compare more comprehensive aesthetic and interaction directions
Prioritized modularity, scalability, and WCAG compliance to support long-term modernization goals
Partnered closely with product owners and developers to ensure proposed designs fit anticipated technical constraints and budget parameters
