Role
UX Designer
Tools
Figma, Sketch, InVision
Time
1.5 Years
Summary
Woking with the Department of Labor, I was able to lead a number of design efforts. From improving data collection, redesigning outdated elements, introducing MFA, crafting dashboards and user portals, and building custom reporting tools, all while consulting on best UX practices as the system expanded. For this case study I will focus on the project that had the most impact on the system. A new form filing experience for one of their most robust forms that was still being completed by snail mail.
For security purposes I have to redact some portions of the form
01.Discovery
Overview
The form I worked on is filed every year by individuals receiving benefits. The main purpose of the form is to indicate any changes to the individuals life that may affect their current level of benefit.
The Challenge
This is a robust form that can take a user down varying pathways of questions and answers, dictated by the answer of the previous question. This makes the form hard to navigate and properly fill out. The goal was to turn one of their most complicated forms, into an intuitive and easy to navigate experience.
Problem Statement
How can we create an efficient form filing process, for a form that can have varying paths depending on responses.
02.Research
Methods
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Stakeholder Meetings
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Competitive Analysis
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Comparative Analysis
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User Flows
Insights
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A "wizard" filing experience was found to be the most efficient method of presenting the form to the user.
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One question will be presented to the user at a time. Based on their response the form will take them to the next appropriate question.
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New UI elements would have to be introduced
03.Design
Overview
From our research we had a good understanding of how we wanted the form to function, we now had to bring those new functionalities into ECOMP while maintaining a look at feel that was familiar to the user
New Form Experience
A departure from how forms were currently structured in the ECOMP system. This new form filing experience would present the user with one question at a time, instead of having multiple questions in front of the user at once. Because the form can take users down varying paths based on responses this seemed like the most logical flow, as to not overwhelm the user and present the user with questions that only pertain to them.
Updated Navigation
Previously we had a stepper that ran across the page on the top. As forms got more extensive, it became a struggle to fit all of the sections on top of the page. To future proof the system, we moved to a side navigation to allow for more flexibility as forms may contain more sections.
Progress Trackers
As the form can get very exhaustive depending on the user's responses. We added progress trackers to indicate to the user which sections were incomplete/complete and also how far along in the form they are.
Redesigned Flows
Additional flows within the form were redesigned to allow for efficient organization and customization of user entered data.
Feedback
The new form was met positive reception from both the client and our internal teams. The client loved that it was easy to navigate, and our internal teams looked forward to using this as our standard form filing experience online.
As of writing this, implementation of this new electronic smart form has shown an increase in the number of forms filed on or before due dates, and NO forms overdue. Allowing claimants and case managers to quickly and efficiently file and manage this crucial form.