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
Impact and Results
Two presentations to 40+ TTS stakeholders
I presented the problem and solution to a cross-functional team ranging from engineers to leadership from Login.gov, Technology Transformation Services and another identity management solution.
Hours of user research saved
My research saved one team numerous hours their own user research and, ultimately, taxpayer dollars.
40 million users impacted
After I completed my fellowship, Login.gov launched the designs. The designs were live for 8.5 months before the concept’s next reiteration. At the time of its launch, Login.gov had a user base of 40 million users. In November 2022 after the designs’ launch, more than 1200 veterans a day were signing up for Login.gov.
A simpler way to access critical services
This solution was launched after my fellowship ended, and as such, I am not able to provide information on the impact of this solution on the frequency of specific user support.