2021 · Principal UX Engineer
MySSA
Designing digital access to Social Security services at national scale.
I researched, designed, and helped deliver authenticated my Social Security experiences so Americans could manage benefits, applications, and personal information with greater clarity and confidence.
- Government
- UX / UI Design
- Research
- Prototyping
- DesignOps
- Agile
- Azure
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MySSA desktop
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MySSA mobile
Product screenshots coming soon
The Challenge
Social Security services are complex, high-stakes, and built on legacy systems — making digital access difficult for millions of Americans who need clear, trustworthy pathways online.
My Role
As Principal UX Engineer, I collaborated with SSA stakeholders, SMEs, and engineering to research needs, define experiences, and deliver usable authenticated portal flows.
The Impact
Helped create clearer digital pathways that support citizens completing critical tasks — advancing SSA’s mission through more accessible, understandable experiences.
Process
How I worked
How I worked
Understand users, needs, and friction.
Explored how citizens interact with Social Security services and where digital experiences create confusion, drop-off, or accessibility barriers.
- Stakeholder and SME interviews
- Journey mapping across high-volume tasks
- Usability insights and accessibility reviews
- Synthesis into opportunity areas
Key artifacts
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User journey mapping
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Affinity mapping
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Research insights
Selected work
Flows designed for real citizen tasks
01
Change of Address
A clearer mobile path for updating personal information — guiding citizens from current details through confirmation with less ambiguity at each step.
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Current info
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Enter changes
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Review
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Confirmation
02
Retirement & Benefits
A guided experience to help citizens understand earnings, eligibility, estimates, and next steps without drowning in policy detail.
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Earnings
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Eligibility
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Benefit info
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Estimates
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Next steps
Impact at scale
100M+
Americans have created a personal my Social Security account — making clarity and accessibility essential at national scale.
What this enabled
Empowered citizens
Easier access to personal information, benefits, and next steps.
Reduced friction
Clearer pathways and transaction flows for high-volume tasks.
Supported the mission
Digital experiences that advance SSA’s commitment to public service.