Digital Service Delivery Redesign
Complete redesign of a state agency's digital services, reducing wait times and improving accessibility for citizens applying for benefits and permits.
Problem
A state agency's digital services were confusing, inaccessible, and required multiple in-person visits to complete simple tasks. Forms were 20+ pages long, failed validation without clear errors, and weren't accessible to users with disabilities. This created unnecessary burden for citizens and increased agency costs.
Approach
Led a service design process that mapped the entire citizen journey from need recognition to service delivery. Redesigned forms using progressive disclosure and smart defaults. Implemented accessibility best practices (WCAG 2.1 AA) throughout. Created a unified design system that improved consistency across 50+ digital services. Conducted usability testing with diverse users at every stage.
Outcome
Average time to complete applications reduced from 45 minutes to 12 minutes. Task completion rate increased from 62% to 89%. Accessibility compliance achieved 100% WCAG 2.1 AA. Citizen satisfaction scores improved from 3.2/5 to 4.5/5. Agency saved $2M annually in reduced support costs.
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