Challenge: Redesign the PC Pricer tool to improve usability and user experience
Key Contributions
- Conducted design research and stakeholder interviews to inform redesign efforts.
- Documented technical processes, policy insights, and user needs to align with annual CMS release cycles.
- Designed and developed a user-centered experience through wireframes, prototypes, and stakeholder feedback, ensuring 508 compliance.
- Documented technical processes, policy insights, and user needs to align with annual CMS release cycles.
- Designed and developed a user-centered experience through wireframes, prototypes, and stakeholder feedback, ensuring 508 compliance.
Project Highlight: Project Highlight: PC Pricer Redesign
Approach
- Collaborated with CMS, Bellese Technology, and USDS representatives to align on goals and advocate for user needs.
- Conducted secondary and primary research, including policy manual reviews, heuristic analysis, user interviews, and Google Analytics insights.
- Mapped user journeys to identify pain points and opportunities for improvement.
- Conducted secondary and primary research, including policy manual reviews, heuristic analysis, user interviews, and Google Analytics insights.
- Mapped user journeys to identify pain points and opportunities for improvement.
Discovery Observations
- Quarterly updates caused delays and user frustrations, prompting frequent support emails.
- Limited device compatibility excluded Apple users, who resorted to workarounds.
- The existing tool lacked clear labeling, required fields, and contextual help, leading to confusion and errors.
- Users often ignored extraneous outputs, relying instead on screenshots for payment disputes.
- Limited device compatibility excluded Apple users, who resorted to workarounds.
- The existing tool lacked clear labeling, required fields, and contextual help, leading to confusion and errors.
- Users often ignored extraneous outputs, relying instead on screenshots for payment disputes.
Outcome
- Clear labeling of required and optional fields with contextual help text.
- Immediate error messaging for incorrect inputs or formatting.
- Enhanced layout allowing simultaneous viewing of inputs and outputs.
- Integrated help pages for deeper guidance.
- PDF export functionality for better file management.
- Immediate error messaging for incorrect inputs or formatting.
- Enhanced layout allowing simultaneous viewing of inputs and outputs.
- Integrated help pages for deeper guidance.
- PDF export functionality for better file management.
