Introduction
The Social Security Administration is tasked with the responsibility of administering retirement, disability, and survivor benefits to over 60 million Americans every year. Traditionally services relating to this goal have been handled through a network of local offices spread out throughout the country, which have become notorious for long waits. To alleviate pressure on branch offices the administration has made it an effort to convert many tasks that currently require in-person attendance to online via the new MySSA website.
A team including myself have been tasked with incorporating a dynamic help widget, an internal super controller dashboard and contact us page into the application.
Process
To accomplish these task an agile team consisting of developers, designers, product analyst, and researchers have been working together to develop these tools. Part of this process has included user research including methods such as surveys, guerrilla testing, and remote usability testing. Due to these three products having three very different end user groups research was individually conducted for each product
Impact
The results founded from research has served as the foundation for the application design and development. Research into these three tools have resulted in updated language, error indicators, user flows and the addition of critical information within tool.
Contact Us Page
Contact Us
