Redesigning the Child Support Experience

This project explored opportunities to enhance the county caseworker digital experience for the state child support program.

Through surveys and interviews, we identified essential workflows and designed a refreshed case management system that simplifies tasks, enhances usability, and empowers caseworkers to serve families more effectively.

Across twenty weeks, the team engaged in discovery and design, including four consecutive design and testing sprints, to explore designs which aligned with county worker expectations.

Overview

To better understand and improve the child support process, we engaged with 661 county managers and caseworkers through surveys and 1:1 interviews. Our goal was to see the process through their eyes, identify their unique needs, and create opportunities for digital enhancements that make their work easier and more impactful.

Objectives

We aimed to understand the everyday experiences of caseworkers and identify where digital improvements could help them manage cases more smoothly and effectively. By focusing on their needs, we set out to create a supportive, user-friendly system that would reduce stress and enhance their ability to serve families.

Methodology

Our approach involved analyzing the feedback and insights we gathered, which led to key findings:

7 Behavioral Modes: Patterns in how caseworkers approach their daily tasks.
4 Worker Mindsets: Common mindsets that influence how they engage with the system.
4 Experience Principles: Core values to guide us in designing a supportive, intuitive, and efficient user experience.
12 UX Recommendations: Practical design suggestions to address caseworker needs and improve their interactions with the system.

Enhancements

These insights shaped the design of a refreshed case management system, focusing on functions that matter most to caseworkers. Key improvements included:

Case Management Overview - A simplified dashboard providing caseworkers with a clear, quick view of their cases and priorities.
Case View Summary - A one-page snapshot for each case, enabling fast access to essential details.
Enhanced Payment and Financial Views - Easier-to-navigate views that simplify tracking payments and financial data.
Comprehensive Intake Guide - A step-by-step intake tool to help caseworkers confidently collect complete and accurate information.
Participant View - A clear, organized profile view for each participant to support deeper understanding and effective case management.
Case Activity and Notes - A centralized log that keeps track of case actions and notes for better collaboration.
Alerts Dashboard - A notifications center to keep caseworkers informed of important updates and deadlines.

Results

The redesigned system provides caseworkers with a more responsive and intuitive experience, empowering them to manage cases efficiently and serve families with greater ease. By making their tools more supportive, we’ve helped them focus on what matters most: making a positive impact in the lives of the families they serve.