Customer Service Design, Finance Management, B2C, UX Research, UX Design
Overview
Redesigned an EBT financial management application in 14 weeks by identifying pain points and optimizing design for better communication, transparency, and usability.
[Estimated Reading Time: 8 minutes]
Research Objectives
The goal was to uncover the core challenges faced by EBT users, focused on understanding how these pain points contribute to user stress when navigating food assistance options and managing accounts.
Key Takeaways
Elevated our design maturity
Using the Nielsen Norman Group’s Design Maturity Model, Tracked improvements in research integration.
Achieved 10-point improvement
Introduce UX improvements such as simplified workflows, improved UI and better support touchpoints.
Uncovered critical issues
Account management and support findings informed a shift toward a community-centric design approach.
“How might we better support users in stressful situations?”
User Research
What requires more research?
Heuristic Analysis
Product’s current Interactions
To better understand our product’s interactions, I conducted a heuristic analysis and build a system map. Significant issues in the current system were identified, particularly its lack of communication in customer service, hindering user engagement.
Data‑Driven TESTING
capturing firsthand experiences
Before-and-after NPS survey data showing a 10-point increase. Correlation of specific design interventions (e.g., revised customer flow, improved help center UX) with score improvements.
Surprise Findings
How does this align with others?
Data‑Driven TESTING
Service Disconnect
There was a clear need for a community-centric service that could foster local support and reliable information sharing. A community-centric model emerged as key to reducing user stress and improving engagement.
Stressful Journeys
Our user journey map showed that clients found themselves in stressful situations either when navigating their food assistance options or managing their accounts.
Comparative Analysis
Insights from competitor analysis helped refine the app’s financial tracking interface and highlighted the importance of community-driven support networks.
Design System
What can we change and why?
Data‑Driven TESTING
Improving Through Partnerships
STEEP analysis showed that strategic partnerships can enhance EBT services, combat food insecurity, and position businesses as socially responsible leaders.
KEY FEATURES
Wallet System Refresh
Users struggle with managing finances across multiple accounts, leading to stress and uncertainty at checkout. This feature centralizes financial management by allowing users to link multiple bank accounts, adjust drafting order, and track spending in real time, ensuring better clarity and control over their funds.
My Thoughts
Centralizing financial management reduces user stress and improves clarity
Allows users to switch between accounts easily, ensuring a backup option at checkout.
Enhances financial literacy and planning by providing real-time balance updates.
KEY FEATURES
Better customer support
With no existing customer support, users rely on app reviews and social media to report issues, increasing developer workload and creating friction. A chatbot and dedicated hotline provide structured support, automate responses, and improve efficiency by addressing common issues while reducing reliance on external feedback channels.
My Thoughts
Establishes a structured support system to reduce reliance on external feedback channels.
Enhances user trust and engagement by providing reliable customer support.
Automates responses to common issues, improving efficiency and response time.
Resolution
What are our results, and what's next?
Data‑Driven TESTING
PROTOTYPE SURVEY
Before-and-after NPS survey data showing a 10-point increase. Correlation of specific design interventions (e.g., revised customer flow, improved help center UX) with score improvements.
Advanced Features Integration: Explore integrating machine learning algorithms for personalized real-time price comparisons. Ecosystem Expansion: Scale community-centric features and collaborate with local organizations to expand service reach. Ongoing Support: Enhance customer service channels for continuous user support and system updates.
