Social Security Administration
The Social Security Administration relied on a legacy green-screen system to support internal employee workflowsm including Employer Report Query (ERQY). As a UX Specialist, my goal was to modernize the experience by transforming the outdated interface into a user-centered, web-based application. Through user research, iterative prototyping, usability testing, and close collaboration with stakeholders, I guided the redesign process from initial discovery through production delivery.
ROLE
UI Design
UX Research
Redesign
TEAM
UX team of 4,
PM, PO, Eng
CLIENTS
Social Security Administration
(SSA)
TIME
Spring-Fall 2021
Design Challenge
The project presented several design constraints. Because the legacy system was hosted in a restricted environment, I did not have direct access to the application and instead relied on sanitized screenshots as my primary reference. In addition, the redesign had to strictly adhere to the Social Security Administration's established branding and design guidelines, limiting opportunities for visual changes while requiring thoughtful UX improvements within those constraints.
Solution
Leveraging the Social Security Administration's branding guidelines (UEF Patterns), I designed a modern, web-based interactive prototype that aligned with established standards while significantly improving usability. The redesigned experience maintained the original business objectives, introduced a cleaner and more intuitive interface, and made key workflows easier for users to complete.
User Interview
After reviewing the business requirements and analyzing the available screenshots of the legacy system, I developed a structured interview guide and conducted user interviews with current SSA employees who regularly used the existing application. These interviews helped uncover user needs, pain points, and workflow challenges that informed the redesign.
-
When do you use it?
-
What triggers you to use it?
-
How do you access it?
-
What do you like about it?
-
What are the challenges with it?
-
Do you have suggestions for improving it?
Wireframe
Based on insights gathered from user interviews and the available UEF design patterns, I created wireframes that balanced user needs with the constraints of the established design system. The wireframes served as the foundation for validating information architecture, page layout, and key user flows before moving into high-fidelity design.
Prototype
Using Axure and the approved UEF design patterns, I developed a high-fidelity interactive prototype that closely simulated the final product experience. The prototype enabled stakeholders and end users to evaluate key workflows, validate design decisions, and provide feedback before development began.
Usability Testing
The interactive prototype was evaluated by current system users through usability testing sessions. I synthesized the feedback, identified key usability findings, and presented actionable UX recommendations to the project team to guide further design improvements and refinement.
-
Did the user successfully enter targeted criteria & execute search?
-
Did user enter years in the most efficient manner?
-
Did the user find answer?
-
Was the user able to describe functions of Optional Fields?
-
Do you have suggestions for improvement?
Final Look
Following usability testing and iterative design enhancements, the refined experience was successfully released to production. The launch marked an important milestone, but not the end of the design process — continuous evaluation and improvement remain essential to creating meaningful user experiences.
🏆 Award-Winning Design
In recognition of its high performance, user-centric architecture, and successful modernization of legacy federal infrastructure, this project (ERQY) was officially honored with the Social Security Administration’s Deputy Commissioner for Systems (DCS) Award.
