Integrated benefits application for Nebraskans
How can we create an application where Nebraskans can apply for multiple benefits at once?
Value
Nava joined in this project as part of a broad effort across government to streamline public assistance programs that share the same eligibility criteria, making public benefits easy to access and maintain.
Client
Nebraska Department of Health and Human Services (DHHS)
Description
Our team at Nava worked with the Nebraska Department of Health and Human services and Genesis Engineering to develop the MVP for iServe Nebraska.
iServe Nebraska is a portal where Nebraskans can apply for multiple benefits and services in one application. The goal for this application is for Nebraskans to have a fully integrated and human-centered application experience.
My Role
As a Designer and Researcher on the project, I:
Created design mockups based on content design flows
Worked with Scrum teams to hand off and design QA the application questions.
Worked with policy teams for design approval
Worked on creating, updating, and documenting UI components and patterns
Designed the landing page for the application as well as other experiences within the application flow
Conducted interviews and usability testing with Nebraskans and partner organizations
Developed workshop materials and facilitated workshops to align various project stakeholders
Synthesized usability testing sessions and captured user needs
The iterative process
Wayfinding between two experiences
The main challenge in designing the landing page for this application was to create a transition between the new iServe Nebraska portal and the legacy system known as ACCESSNebraska. I worked with other designers, stakeholders, and Nebraskans to define an optimal way to provide the access and information needed on one page and link two different systems in one.
We facilitated internal conversations between technologists and stakeholders to understand the needs of the program, and define an organization and prioritization of elements from different systems by color-coding the new and the legacy systems on the page.
designing based on user feedback
User research helped to inform the content of the landing page and helped to narrow down the visual elements that make it appealing, clear, and functional. Testing with Nebraskans helped the design team to iterate on language, visual design, and organization of the landing page. The feedback led to improvements in that the landing page was able to clearly organize complex elements due to the phasing of the project, connecting new features from iServe Nebraska and linking to legacy features from ACCESSNebraska. For example, through user research, we learned that most users felt more connected to photographs than illustrations of a family.
