Redesigning the Public Benefits Experience
This project explored opportunities to enhance the county caseworker digital experience for the state public benefits program.
Through a user-centered design approach, we mapped workflows, identified key challenges, and developed actionable insights to better support case workers and streamline client services.
Across twelve weeks, the team engaged in discovery research to explore opportunities to enhance the digital experience and determine designs that would align with county worker expectations.
Overview
Our project focused on improving the user experience for case workers in a county public benefits program, helping them more effectively assist clients in applying for and processing benefits. Through a combination of human-centered design and business process mapping, we sought to understand current workflows, document processes, and identify opportunities to enhance client service delivery.
Objectives
The main objective was to gain an in-depth understanding of case workers’ daily experiences and interactions with the case management system. By identifying key moments, barriers, and enablers in their workflow, we aimed to uncover meaningful ways to improve the case worker experience and enhance client services across the county.
Methodology
Our research used a hybrid approach, combining:
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On-site Observations and Contextual Inquiry – Conducted at seven locations to observe workers in their actual environments.
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In-depth Interviews and Discovery Sessions – We interviewed 72 stakeholders, including case workers, program directors, and county leadership, and facilitated 11 discovery sessions to explore challenges and perspectives.
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Business Process Mapping and Journey Documentation – This process allowed us to capture key moments in the case worker journey and the interaction points within the case management system.
Key Insights & Finding
Through our research, we identified the following core insights:
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Four Case Worker Mindsets and Eight Modes: We developed modular personas to reflect worker mindsets and behavioral modes, capturing patterns in how workers approach tasks and interact with clients.
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User Journey Mapping: We created a comprehensive user journey that spans four divisions and multiple programs, overlaying mindsets and modes to reveal work needs and highlight perspectives across departments.
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14 Themes and 6 Insight Statements: These themes and insights offered empathetic perspectives on case workers' challenges, allowing us to identify real opportunities for improvement.
Using the insights from this research, the design team entered the concept generation phase, exploring practical, user-centered solutions that address the specific needs of case workers. These concepts aimed to enhance the case management system’s usability and improve the overall client service delivery experience.
Results
Our research provided the county with a detailed view of case workers' experiences and revealed opportunities to improve both workflow efficiency and service quality. By focusing on user-centered improvements, the project aims to foster a more supportive environment for case workers and enhance the effectiveness of public benefit programs.