Why 68% of users struggle with
Government Benefits Websites
Background
A legacy website platform for government
assistance was plagued by errors, poor
workflows, and low adoption.
Challenge
Design a user-friendly mobile experience
for BenefitsCal that supports multilingual
users while enabling key actions, accessing
benefits, reporting changes, uploading
documents, and booking appointments,
within a tight two-month timeline.
Impact
Reduced cognitive load for benefits tasks
Faster reporting, renewals, and submissions
Improved accessibility through plain language
Increased confidence with case activity
Stronger trust via clear system feedback
For instance, inadequate mobile usability and
touch design restrict accessibility and create
friction across essential user tasks.
For example, excessive content density and
unclear hierarchy increase cognitive load,
making tasks harder to understand and
complete.
Defining a structured methodology to redesign
a complex government system while balancing
user needs and technical constraints.
How to Approach the
Redesign Process
Some of the major issues included:
Iterative approach to fix critical issues
I adopted an iterative approach inspired by the Double
Diamond to systematically discover, define, develop,
and deliver solutions for complex government systems.
I also wanted to make sure the designs were feasible.
I prioritized issues based on criticality, impact, and effort.
Refocusing on the core problem
1.Key Challenges
Tight Timeline
I committed to executing thorough research, design,
and testing phases within a challenging self-imposed
three-week deadline.
3.Uncovering Hidden Issues
Identifying critical usability pain points and systemic
problems within a complex government platform
that weren't immediately apparent.
Errors Blocking Onboarding
The onboarding experience created friction due to
unclear steps and poorly handled error states that
blocked user progress. I redesigned the flow to
simplify inputs, improve error handling, and
guide users to complete onboarding successfully.
Decoding the source of
Appointment Issues
Research revealed two key issues: users could only
schedule appointments by phone, often with long
wait times, and lacked clear information about
county office locations. I redesigned the flow to
enable in-app scheduling with clear location context,
reducing friction and eliminating backtracking.
Unclear paths to report changes
Research revealed two key issues: users could only
schedule appointments by phone, often with long
wait times, and lacked clear information about
county office locations. I redesigned the flow to
enable in-app scheduling with clear location context,
reducing friction and eliminating backtracking.
Ineffective Document Upload Process
Research identified three key issues: limited upload
options, unclear instructions, and no confirmation
after submission. I redesigned the flow to support
multiple upload methods, provide clear guidance,
and confirm successful submission, giving users
confidence their documents were received.
Complex Report a Change Experience
Users faced friction when reporting changes due to
unclear requirements and inconsistent form structure.
I redesigned the flow to guide users through relevant
inputs, clarify what’s needed, and provide clear next
steps after submission.
Disorganized View Your History Experience
The original history experience made it difficult for users
to understand previous activity and track case updates.
I reorganized the interface with clearer hierarchy, consistent
record grouping, and more readable status indicators,
helping users review their history with greater confidence
and less effort.
Unclear Apply For Other Programs Flow
Users lacked a clear way to track their activity due to
missing chronological organization, unclear labeling
across applications, renewals, and support actions, and
no dedicated read-only views. I redesigned the experience
to organize records chronologically, improve labeling, and
provide clear, view-only summaries for better visibility.
Users were unable to verify their information before
proceeding, with no clear confirmation language or
primary action to move forward. I redesigned the flow
to surface key details upfront, introduce clear
confirmation messaging, and establish a single,
focused action to continue.
Confusing Link to an Existing Case Flow
The process lacked clear identity requirements,
structured input fields, and eligibility messaging,
making it difficult for users to link their case
successfully. I redesigned the flow to introduce
guided inputs, define identity verification, and
clarify eligibility before submission.
Fragmented Resource & Support Experience
Resources were difficult to navigate due to a lack of
task-based grouping, unclear language, and limited
support pathways. Although features like “Ask Robin,”
how-to videos, and a Help Center existed, they were not
integrated into a user-friendly system. I redesigned the
experience to organize resources by task, simplify
explanations, and provide multiple, accessible support
paths.
Unstructured News & Updates Experience
Users struggled to find relevant information due
to limited search functionality, unstructured content,
and poor readability. I redesigned the experience to
improve search relevance, organize content clearly,
and create a scannable article layout.
I mapped the full user journey to uncover friction across
key interactions, including tasks, goals, actions,
and emotional states. These insights informed
design decisions that prioritize clarity, reduce
uncertainty, and build user trust.
The redesigned mobile experience simplifies how users
manage their benefits by prioritizing clarity, guidance,
and system feedback. Streamlined workflows and plain
language reduce confusion, enabling users to complete
tasks like reporting changes, uploading documents, and
requesting support more efficiently.
Reduced cognitive load through simplified
flows and fewer decision points
Faster reporting, renewals, and submissions
across core user actions
Improved accessibility through plain
language and clearer guidance
ncreased user confidence with
transparent system feedbackStronger trust through confirmations
and predictable outcomes
Key Outcomes
Users need reassurance during high-stakes tasks,
not just instructions
Ambiguous labels and unsupported formats
increase hesitation and drop-off
Missing summaries and confirmations
reduce trust in system actions
Reducing cognitive load requires fewer
decisions and clearer next steps
Key Journey Insights
Outcomes & Impact
Reflection & Next Steps
This project reinforced the importance of designing government services
around clarity, accessibility, and real-world user constraints. Reimagining
BenefitsCal as a mobile-first experience required balancing compliance,
usability, and trust while simplifying complex, high-stakes workflows.
Key Outcomes
Plain language reduces cognitive load
and improves comprehension
Progressive, step-by-step flows
prevent user frustration
Clear system feedback builds
trust and confidence
Mobile-first design improves task
completion and accessibility
Next Steps
Expand program eligibility discovery
to support more personalized outcomes
Introduce guided assistance for
complex reporting tasks
Enhance accessibility with multilingual
support and inclusive design patterns
Implement proactive reminders and
alerts to reduce missed actions
