My Role :
Service Design Lead / Web Designer
My achievements:
- Crafted and led the interviews with 2 attorneys, doctors, advocate groups, social workers, and claimants
- Designed and hosted 3 co-creation workshops for 2 doctors, 4 social groups, and 3 claimants.
- Created the service blueprint, ecosystem map, user journey map, ideation graphics, and rest of the data visual mapping
- Led the creation of prototypes aimed at enhancing information accessibility, resulting in a 78% improvement benefitting over 45 million individuals with disabilities in the US. These prototypes conform to ADA guidelines, maintain an 8th-grade reading level, and score a readability rate of 90%.
How we began to understand this complex system...
I began by creating an ecosystem map to analyze the relationship between stakeholders and identify gaps and opportunities.
I categorized the stakeholders involved in the SSA benefits application process into three main groups. These groups were SSA, doctors and professionals, and advocate groups.
Doctors helped provide the medical records for the claimants. On the other hand, advocate groups, social workers, and attorneys were there to help guide these individuals through the application process from start to finish. This map enabled me to define potential opportunity areas and identify what was lacking within the system.
After analyzing our secondary research, we created a mind map to understand the barriers to accessing benefits in the SSA post-pandemic.
In order to grasp the systemic issues within the SSA that act as significant barriers to efficient access to benefits in the post-pandemic era, we have analyzed our secondary research findings and synthesized them into the mind map below to provide a comprehensive overview of the situation.
Main takeaways:
1. The shortage of staff at the SSA results in prolonged wait times for receiving in-person or phone assistance.
2. More than half of working-age individuals lack the expected reading and comprehension skills by the end of elementary education, leading to significant challenges in accessing and understanding complex information, such as government forms and procedures.
Conducting user research
After outlining the ecosystem, we conducted interviews with advocate groups, doctors, professionals, and claimants.
The goal of our interview is to find out their journey in the application process and what their pain points are. We surprisingly found out that librarians played an important role in the process because lots of claimants seek out help in the libraries and used public computers to look up information.
The difficulties we encountered
Finding interviewee
Disability is a highly sensitive topic, and since this project involves the government, many claimants are uncomfortable sharing their stories and refuse our interview requests. Additionally, doctors are very busy, making it difficult for us to find interviewees in a short period of time.
“Because, you know, everybody thinks, Well, it's obvious I'm disabled, and so it's obvious I'll be able to get benefits, when in fact, the definition of disability is very strict and very, somewhat complicated. ” -Advocate
“I usually had 40 clients at a time. I couldn't get involved in the nitty gritty of everything” -Social Worker
“And I kept asking Social Security for their help ...You guys are supposed to help me with this ... And they, they had put me in a run around for a long time. And they said, Oh, we don't know, .... We don't know what you're talking about.” -Claimants
We illustrated the journey phases for all interviewees to determine their involvement in each stage of the application process, providing a comprehensive view of interactions among stakeholders.
First, we created a persona and a journey map for each interviewee to see if we could find out some common pain points in their journey and try to see a holistic view of how this system works.
In order to gain a comprehensive understanding of the journey of all stakeholders and claimants, we divided the application process into four stages. We then identified who was involved in each stage and the obstacles they encountered along the way.
Below is the combined journey map showcases the stages they are involved in the application process.
Process of data affinilization
Raw data in groups
Clustered data
We used the insights gained from their primary research to further organize and classify the categories we had identified. We subsequently extracted key findings and overarching insights, which provided the groundwork for our ideation session. Our findings are framed through the viewpoint of these stakeholders, which we have divided into two groups: “supporting actors” and “claimants.”
Using this method, we are able to see some opportunity and have a better understanding of our data.
Main takeaways:
1. The SSA operates within a complex framework that can lead to misconceptions and denials for disability benefit seekers.
2. Insufficient training can lead to the unintentional dissemination of misinformation, particularly in the complex landscape of disability benefits. To address this challenge, it becomes crucial to establish collaborative efforts among various stakeholders involved in the process of assisting claimants.
The service blueprint mapped out the interactions between 6 actors, their pains, and emotions throughout the application process
After analyzing all the data points, I mapped out the service blueprint, highlighting the emotions and pain points of each stakeholder in red and purple. Given the complexity of the system and the many stakeholders involved, I dedicated significant time to simplifying it for easier understanding.
The difficulties I encountered
Turning large amount of data into actionable ideas and visuals
After all the interviews and research, we gathered a substantial amount of data. Given the emotional nature of the project and the involvement of numerous stakeholders, analyzing the data and identifying opportunities was initially challenging due to the diverse perspectives.
Ideation...
By using a 2*2 matrix, served as a strategic tool that allowed us to assess each idea based on its impact level, time required, and effort.
Following a thorough brainstorming and discussion within our team, we meticulously organized the ideas into distinct clusters and proceeded with the idea prioritization process.
This approach provided a clear, visual representation of these factors, aiding us in making informed decisions about where to allocate our time and resources most effectively.
Understanding how our proposed solutions create value for stakeholders is essential.
I mapped out the relationship between our proposed solutions and the stakeholders to visualize how value is exchanged through the solutions we provide.
Facilitating co-creation workshops...
We conducted 4 online co-creation workshops to collaborate on solutions and foster innovation.
We conducted a co-creative workshop to encourage collaboration among stakeholders from diverse backgrounds, fostering brainstorming and co-creation of solutions aimed at streamlining the SSA benefits application process. Participants shared insights, collaborated on solutions, and fostered innovation, ultimately contributing ideas to propose a more user-friendly and efficient application process that can positively impact those in need.
Co-creation workshop (Doctors, Liberians & Social Workers, Claimants)
Main takeaways:
1. It's essential for doctors and libraries to guide people to the right assistance sources.
2. Libraries can host educational sessions on obtaining benefits.
3. There's a high demand for knowledgeable individuals to help navigate the benefits process, but there's a shortage of such staff. Therefore, a comprehensive resource kit with tools and information is crucial. This kit should also address the needs of claimants' families and friends, be easily accessible, and include clear instructions through videos and both online and printed materials, especially for those who are anxious or depressed about the application process.
Leveraging the profound expertise of attorneys, we validate our ideas with them for invaluable feedback and guidance.
After outlining our proposed solutions, we sought feedback from specialists to refine our approach. Choosing to consult with lawyers, as they possess in-depth knowledge of the system. They offered guidance on the content of the guides we planned to create and how to connect individuals in need with the right resources. A significant observation they made was that many individuals have always been confused about the two types of SSA benefits, SSI and SSDI, and are uncertain about which one to apply for. Given that our project aims to simplify these complexities, the lawyers believe it could contribute to solving this common problem.
"That's a good opportunity to collaborate. Together I love the idea. I mean, I think a library outreach program would be great if you could get like a mass email campaign to libraries. And you could bring in local lawyers and you know, pair them with social workers then that's great."
Final Solutions...
We synthesize the ideas gathered from workshops and input from attorneys to craft our final solutions
“We can’t really do it all by ourselves, we are not feeling well and we are just trying to deal with the reality first, if there’s a point of contact that can help, that will be good.- Claimant <co-creation workshop>
Considering the Accessibility
Our goal was to make the resources we were designing accessible to everyone, regardless of their disability. To achieve this, we ensured that our materials could be read by people with visual impairments. Additionally, we utilized the Hemingway Editor to ensure that the information is presented at an 8th-grade reading level.
Pamphlet
We opted to create a pamphlet to convey concise and easily distributable information. Visuals and graphics were utilized to simplify the complexity of information regarding the SSA. In the pamphlets, we include details about SSA benefits.
“Having some paper stuff that is really streamlined and not [...] a stack of 50 pages with black and white information, but a more durable pamphlet.” - Claimant (workshop)
Booklets for claimants, doctors, and libraries
We tailored our booklets for our three finalized stakeholders: claimants, doctors, and libraries. These booklets were designed to enhance understanding and sustain interest in SSA benefits.
For Claimants: The booklets offer essential information and instructions on how to apply for SSA benefits.
For Doctors: The booklet contains information that could assists doctors in guiding claimants through
the application process and preparing the necessary medical documentation. The booklets also help doctors understand their role and gives them a brief overview of the SSA benefit system.
For Libraries and Public Spaces: The content is similar to that for claimants but includes additional information on the role libraries can play in the system.
“I was thinking if everything could be like really streamlined and pared down, because sometimes there’s like a lot of excess information and they feel like they don’t want to leave anything out [...] there’s just too much text.”Claimants (workshop)
Below are the resources from the SSA currently look like. While not inaccurate their visual language and information architecture make them look formidable and unfriendly.
We have utilized an overall bright color pallet to make our resources more friendly and inviting for users. In the booklets, all the information was rewritten to be at grade 8 or below and provide potential resources that could be helpful to them.
Posters
Posters are visually striking and can easily capture attention, making them an excellent tool for increasing public awareness about SSA disability benefits. We designed posters that could be displayed in public areas such as SSA offices and libraries, or any other locations where they could be used effectively to raise awareness.
Information centralized website
We designed our website to serve as a centralized platform, complementing the physical resource kit we developed by offering comprehensive information and resources. It includes features that allow users to easily find local resources, such as field offices and libraries. Additionally, the site provides up-to-date information on SSA and events from various organizations, fostering connections among all stakeholders. The information architecture offers reliable information, simplifying the complex details and eliminating the jargon usually found on the SSA website, thereby effectively guiding claimants toward the appropriate resources and contacts.
Locations Nearby
List of Resources
Workshop and Events
SSA Updates
To summarize the project...
Here is our final service proposal to show how our solutions bring value to the application process
1. Proposed Ecosystem Map
I integrated our final solutions into the ecosystem map to illustrate their value within the existing framework. Our resource kit, coupled with strategic collaborations with local entities, aims to enhance awareness of the application process. It streamlines access to support, ensuring claimants can independently find and receive accurate information easily. We hope our proposed solution can connect all stakeholders to better support claimants in their journey
2. Proposed Service Blueprint
This blueprint illustrates how our solution can enhance the system and address stakeholders’ challenges. The objective of creating this map is to clearly present our proposed solutions and their interactions within the system. By comparing the current and proposed blueprints, resolvable issues have been identified, along with potential frontstage and backstage actions that can be implemented. It helped us assess whether our solutions effectively contributed to a well-organized, efficient, and customer-focused service, given that our focus with the resource kit and website is primarily on the initial application stage.
3. Proposed Service Diagram
This is a simplified version of our proposed service. It effectively illustrates how our solution can positively influence the emotional journey of claimants throughout their application process. It clearly shows where our solutions will integrate into their journey. Additionally, the diagram emphasizes the significance of backstage actions in supporting the front-end solutions, reminding us of the necessity to develop our solution as a sustainable, long-term approach to consistently support and enhance the system.
If we continue working on this project, here's what I would like to do..
1. Print and distribute pamphlets and booklets to libraries, shelters, and pharmacies to observe how people use them.
2. Test our website with five additional claimants and three more organizations to gather feedback on its information and functionality.
