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Deloitte X SCADpro

SCADpro is recognized as the preeminent university partner in higher education and among design agencies worldwide, generating business solutions for the world’s most influential brands. Deloitte approached SCADpro with a specific topic they wished to explore further.

Event:
Industry Sponsered

Timeframe:
Fall 2022

Role:
UX Strategy Lead

Tools:
Figma, Figjam

My Role

UX Strategy Lead:

Overseeing different aspects of the project and serving as a bridge between teams to help create a smooth collaborative environment.
Gaving clear directions and instructions to team members to keep the project on the right track.
Carrying out constant evaluation and adjustment within a specific period of time to ensure that different teams do not suffer within the limited time.

The Task

How can we increase the positive engagement of non-custodial parents within the child support system?
How can we improve custodial enrollment through out- reach efforts at national and regional levels?

Challenges

Identify appropriate interviewees to determine relevant pain points and their needs.
Thoughtfully communicate the benefits of CSS and build the trust of potential custodial parents while increasing overall awareness of the program.

Goals

Increase custodial parent enrollment and engagement in child support services.
Improve the digital experience of child support websites to increase engagement of non-custodial parents.

Research

HMW Questions

How might we create a personal and encouraging message that speaks to various users’ motivations and goals?
How might we build trust among parents, government programs, and workers?
How might we introduce Deloitte’s existing communication strategies to potential and current families in a child support program?
How might we improve the digital experience of child support services for parents who may be interested in enrolling?
How might we reorganize existing information and resources on the website for a more productive user experience?

User Personas and User Journeys

Design Concepts

A. Co-Parenting

Communication feature for co-parent: This feature would include visitation and scheduling capabilities, as well as a protected and monitored chat line, which would be consented to at the start of enrollment.
Full transparency on payment history: full transparency of child information to both co-parents. This includes a complete history of payments, amounts owed, and current case balances.
Access to the child’s records (Depending on court order): This allows both parents to contribute more to the child’s life. This feature can also offer vital information through health records if the child may be injured or ill while under the care of a co-parent or non-custodial parent.

B. Personalized Information

Information and resources relevant to specific case: Because child support has a vast network of information, it’s important to curate what is shown to users as it relates to their specific situation. Meaning that specific information would be funneled to specific cases by providing it after login.
Accurate information about rights and responsibilities: Information regarding rights and responsibilities needs to be accurate and accessible. Not only does this build trust that the program is reliable, it also means that users can easily understand information that is often dense and confusing.
Personalized employment program: Personalized information needs to include employment programs that are relevant to specific users. Part of child support services is helping parents find reliable employment to facilitate consistent payments.