Reducing workflow friction in a high-volume internal system
Social Security Administration · Interactive Communication Processing
SSA staff use internal systems to generate official communications that directly affect the public. When those systems require multiple tools or unclear workflows to complete a single task, the consequences are real — delays, inefficiency, and frustration.
I was brought in to design a clearer, more reliable document-creation experience that supported staff under real operational constraints while meeting strict accessibility and compliance requirements.
Usability research revealed where the system was asking users to compensate for poor structure — particularly during template selection, data entry, and final review. These breakdowns directly informed the design direction.
Accessibility was treated as a baseline design constraint, informing layout, interaction patterns, focus order, and content structure from the start.
The redesigned workflow improved task confidence, reduced perceived complexity, and supported more reliable document creation during usability testing.
Clarity isn’t about simplifying reality — it’s about supporting people within it.
Key Design Decisions
- Broke a complex workflow into clear, predictable steps
- Used progressive disclosure to manage cognitive load
- Prioritized preview and validation before document generation
- Aligned UI patterns with SSA standards and accessibility requirements
