Disclaimer: Some information in this case study has been modified or generalized due to sensitive content and confidentiality requirements associated with government projects.
OVERVIEW
I helped design a support tool for a government program to simplify a process that is often overwhelming for families. The system requires coordinating medical, educational, housing, and community services across multiple agencies, making enrollment and navigation complex. This project focused on creating a single, intuitive platform that centralizes information, streamlines the enrollment experience, and guides families step-by-step through the resources and support they need
MY ROLE
In this project, I collaborated closely with the lead product designer, product owners, developers, stakeholders, and real users to shape the experience. I contributed to user research, created wireframes and high-fidelity designs, and helped align the platform’s functionality with the needs of families and the goals of the program. My role ensured that the final tool was intuitive, accessible, and supportive throughout a complex process.
ADMIN DASHBOARD
The dashboard gives families a clear, organized snapshot of everything they need in one place. Users can quickly start new packages, view active cases, track tasks, and access local office information without navigating multiple pages. The layout prioritizes clarity and guidance—showing package status, upcoming tasks, and direct points of contact—so users always know what to do next and where to find support.
Starting a package was one of the most confusing steps for users, so I designed a clear, intuitive modal that walks them through the process and gives them confidence from the start.
FIRST ITERATION
SECOND ITERATION
Early in the process, I separated the two package flows, assuming it would reduce confusion and give users clearer options from the start.
For the second iteration of the modal, I introduced a series of radio-button questions to create a smoother, more guided experience—helping users naturally arrive at the correct package option without overwhelming them.
PACKAGE DETAILS
The package details can be accessed through the dashboard or the employee search. It serves as a centralized location for all information related to the package, including details, documents, comments, and history. The Employee section provides key demographics and relevant information about the individual.
In Package Details, a call-to-action button allows you to edit the package status, which notifies staff or family members to assist with any updates.
PAUSE MODAL
UNPAUSE MODAL
The pause modal was redesigned to include a toggle that indicates whether a family or staff action is needed to progress the package, along with a comments section for adding notes visible to the user.
Similarly, the unpause modal was redesigned to include an on/off toggle, indicating whether a family or staff action is required to continue the package.
EMPLOYEE SEARCH
The old employee search was confusing and limited—you could only search by a single letter. The new design is much improved, featuring upgraded icons and the ability to search by both name and ID number.
The Employee Search page provides a comprehensive view of an employee’s information. It includes tabs for easy navigation, such as Package Details for family members—covering both current and past packages. You can view the employee’s current package and have options to manage enrollment, including disenrollment if needed.
TRAINING WIREFRAMES
With a new product launch approaching, stakeholders requested a redesign of the training page. I began creating a wireframe, gathering requirements to kick off the development of the updated page.
TRAINING GUIDES
The updated training page wireframes include a tab for users to select the type of training, tags indicating the estimated time to read an article or watch a video, a featured video, and cards highlighting important information, related trainings, and additional resources
