A product for literally the entire public: my experience at Login.gov

UX Research, Product Design

2021

Product Design Fellow

Login.gov x Coding it Forward Civic Digital Fellowship

Due to security reasons, some information has been omitted or generalized.

As a Product Design Fellow at Login.gov through the highly selective Civic Digital Fellowship (6% acceptance rate), I contributed to a secure sign-in service used by over 30 million users across all socioeconomic backgrounds to access services from across 27 federal agencies.

I conducted discovery research across user feedback from over a year to identify user pain points and proposed solutions, including wireframes to enhance clarity. I presented my findings to over 40 stakeholders in the federal government’s Technology Transformation Services (TTS). Following my fellowship, the product enhancement launched to address the needs of returning users.

Problem

As a new fellow on a very time-limited project, I was initially a fully scoped research topic to execute, but when the roadmap changed abruptly, I faced the challenge of quickly shifting gears to find a new opportunity to address in a very short period.

Solution

Not only did I create a lean research project to address user needs across a user base of over 30 million people but I also created a product enhancement that shipped that assisted returning users.

Focus Areas

Civic tech, Identity and access management

Finding a legitimate lead for an auditing project can be exceptionally difficult and time consuming translating to higher labor costs

This is often due to massive volumes of transactions and siloed data storage that requires users' continuous, manual and exhausting data processing and reconciliation. A majority of users at this agency relied on more seasoned data analysts for support for assistance with this data synthesis with otherwise straightforward data. Relying on these more experienced data analysts decreased their bandwidth, which could be used for more complex data analysis.

In this version, if a single contractor receives over $1,000,000 for any individual recipient in a month, then a watch report is generated.  In user research and from audit reports, this doesn’t align with users’ mental models and could risk adoption of our MVP.

In this version, if a single state receives over $1,000,000 for any individual ineligible recipient in a month, then a watch report is generated.

This aligns with how users select audit reports currently and does not require them to manually filter and calculate total transactions paid across multiple contractors. It’s already aggregated to the level which they care about for selecting an audit topic.

In this version, if a single state receives over $1,000,000 for any individual ineligible recipient in a month, then a watch report is generated.     

Have any questions?

Reach out

Finding a legitimate lead for an auditing project can be exceptionally difficult and time consuming translating to higher labor costs

In this version, if a single contractor receives over $1,000,000 for any individual recipient in a month, then a watch report is generated. In user research and from audit reports, this doesn’t align with users’ mental models and could risk adoption of our MVP.

In this version, if a single state receives over $1,000,000 for any individual ineligible recipient in a month, then a watch report is generated.     