top of page

SSA Modernization - Enterprise Web App

Challenge: Large scope, interconnected systems, numerous users, and diverse user types

Deliverables: Persona, Journey map, Conceptual model, Usability testing Report, Wireframes & prototptypes

Role: User Researcher and Designer

The Preliminary Claims System (PCS) and Consolidated Claims Experience (CCE) are integral components of the Social Security Administration (SSA)'s plan for a modern user interface.  

PCS automates benefit eligibility screening for the American general public inquiring about benefits, while CCE serves as a single entry point for SSA employees to process all claims for the Agency.

Problem Statement

The Social Security Administration (SSA) embarked on a mission to modernize over 10 legacy systems, which were utilized by over 60,000 SSA employees in the benefits processing for the American public. As the development team responsible for the legacy systems, built on mainframe terminals, was retiring, the imperative to transition the existing system into a web-based platform became both urgent and critical.

Goals & Metrics

  • A team of 4 UX designers, including myself, was tasked with providing the best possible solution for the SSA to modernize their legacy systems into new web-based applications. 

  • This initiative aimed to streamline processes, reduce training time, and enable the Agency to phase out several legacy systems, in line with SSA's plan for a modern consolidated user interface. 

  • We began with the Preliminary Claims System (PCS) as the first phase of Consolidated Claims Experience (CCE), taking a strategic approach to the transformation.

Users 

SSA's internal employess responsible for processing and managing benefit claims.

Research

Stakeholder Interviews:

Our research began with a focus on comprehending and defining the business requirements for the Minimum Viable Product (MVP). This involved clarifying the MVP's scope and prioritization. To ensure a hands-on learning experience for each member of the 4-person design team, we divided the work among ourselves. Additionally, we conducted interviews with 7 key stakeholders.


Contextual Inquiry:

I conducted contextual inquiries by visiting SSA regional offices and observing representative users as they performed their tasks in their natural work environments. I visited 3 field offices, with two located in Philadelphia and one in Baltimore.


User Interviews: 

We conducted three rounds of remote user interviews across various regions and roles:

Round 1: 

  • The primary aim was to validate pain points, opportunities, and needs identified during the Product Discovery session. We also sought to identify any gaps not uncovered during the initial discovery phase. 

  • This round included 28 phone interviews across different regions. Additionally, we conducted 3 on-site interviews with field office members. 

Round 2: 

  • These interviews aimed to explore the envisioned future state, the to-be business process for the Consolidated Claims System (CCS), additional pain points in the current business process, and opportunities for improvement. 

  • In this round, we interviewed 20 users who were previously assigned to the IT Mod Benefits Domain, working in three different functions. 

Round 3: 

  • The objective was to gain insights into a different domain related to evidence storage. 

  • In Phase 1, we interviewed 29 users. In Phase 2, we interviewed 20 users with distinctive roles and functions. 



Additional Research Methods:

Furthermore, I conducted the following user reseaarch methods to further understand users' needs.

  • Card Sorting and Affinity Diagraming: to organize user interview data effectively. 

  • Persona Creation: to illustrate representative user types 

  • Journey Map Development: to outline both the users' positive and challenging experiences, highlighting pain points and blockers. 

  • User Flow Diagraming: to compare the current state (as-is) with the desired state (to-be), allowing us to identify areas for improvement. All of these research methods and data helped formalize our design decisions, ensuring they were grounded in user insights and needs.

Synthesis & Analysis

While synthesizing our findings, I compiled and categorized them, creating several deliverables that would assist the team in gaining a deeper understanding of user needs and how to align them with business requirements. Selected deliverables are included below.


High-level Findings:

While we uncovered numerous high-level findings, the predominant request from 95% of users was for a unified system that would enable them to complete all their tasks in one place. This would eliminate the need to navigate through multiple systems for even the simplest of tasks. Furthermore, among the top requests were features like an alert system, progress tracking, and simplified evidence synchronization.

Proposed Solution

"A single, centralized hub for claims intake and processing, replacing the need for multiple systems. "


Our user research, involving close to 100 users across various regions, functions, and roles, encompassing key stakeholders and end-users, clearly demonstrated a strong preference for a unified platform connecting multiple workflow steps. 


In order to bring together multiple legacy systems (more than 10 in total), it was necessary to gain a comprehensive understanding of the internal and interconnecting aspects of each system. This involved studying their workflows, system functionalities, and compliance with policy requirements. Our research findings provided a solid foundation for determining how we should implement the consolidation, offering valuable insights into the intricacies of these systems.


This approach received subsequent endorsement from our business stakeholders.

The Testing

Overview:

The iterative design process was supported by three rounds of in-person usability testing, involving 36 users across various regions and roles, in both the usability lab and local agency offices. After each testing round, the results were meticulously analyzed, and a report was prepared to distill the most significant findings, which were then presented to the business stakeholders. As part of the design team, we provided design recommendations and engaged in discussions with stakeholders to determine the updates needed for the existing prototype. Each testing round aimed to advance towards a better design solution.


Format: 

During each 90-minute session, participants were assigned scripted scenarios, one of which is provided below, to complete tasks within the prototype application. Facilitators guided each session and encouraged continuous feedback using the "Think Aloud" technique. At the end of each session, participants were asked questions related to the application. Screen actions and audio transcripts were recorded using Snagit software, while a note-taker documented session notes. Participants had the freedom to work at their own pace and were encouraged to provide feedback throughout their interactions with the application scenarios.


Sample Scenarios:

Scenario 1: Disabled Individual Inquiring For Benefits on Their Own

Scenario 2: Disabled Individual with Legal Guardian Inquiring for Benefits

Scenario 3: Disabled Individual with a Spouse Inquiring for Benefits

Scenario 4: Disabled Individual Inquiring for Benefits with a Spouse Receiving SSI Benefits

Design Handoff and Monitor

The screen package was handed off to the developers. In our agile environment, it was advisable to deliver screen packages at least 1 or 2 sprints ahead. We kept the developer team informed throughout the process to ensure that the design could be seamlessly implemented. Furthermore, post-release monitoring allowed us to continuously gather feedback from users and implement enhanced updates when necessary.

Outcome and Significance

" In March 2020, our primary way to serve the customer was face-to-face, and so modernization helped create new adaptive ways to serve the customer. Today, many of those services can be delivered through our digital channels.”

-SSA’s Deputy Chief Information Officer (CIO) Patrick Newbold, said on Feb. 21, 2021.


  • 40% drop from manual processing:

By FY 2021, the volume of claims requiring manual processing was nearly 40 percent lower than in FY 2019, after PCS and CCE was introduced in FY 2019.


  • Steady decline on manual processing demand:

Despite fluctuations in the total number of claims received each year, the percentage of claims demanding manual processing exhibited a steady decline, diminishing from 9.7 percent in FY 2019 to 5.8 percent in FY 2021.


  • Eliminated approximately 20,000 manual-award actions:

SSA's streamlining of the claims process reduced the need for manual intervention, completely eliminating the necessity for manual processing in specific initial claims. This alone resulted in the elimination of approximately 20,000 manual-award actions.


  • Manual processing for specific disease claims decreased by 13,000.

The number of end-stage renal disease claims requiring manual processing decreased by 13,000 in the year following the implementation of system modernization and enhanced updates.


Reference for the Figure below https://oig.ssa.gov/assets/uploads/a-07-19-50882.pdf

Afterthought

Overall, the research and design process was fulfilling, with strong support from the executive team who recognized the importance of user-centered design. If I had to highlight one aspect, it would be that the UI components did not meet the latest industry standards. This discrepancy was due to the agency's reliance on an existing design system, and transitioning to a new one would be a significant effort, requiring a phased approach. Nevertheless, there is confidence that over time, these components will eventually align with current design norms.


In addition, more enhancements could be implemented to further streamline the current process, benefiting the American general public.

bottom of page