Reimagining Child Support Services with Deloitte GPC
Industry Partnership
UX Design
User Research
Government Technology
[2022]
Overview:
In the SCADpro x Deloitte Fall 2022 collaboration, our team tackled the challenge of improving the digital experience of child support services, focusing on non-custodial parents.
With millions relying on these services, we aimed to simplify complex processes, increase engagement, and support enrollment through user-centered design and strategic outreach at both national and local levels.
Client: Deloitte GPC
Timeframe: 10 weeks
Industry: Federal Government, Digital Services
Platform: Desktop and Mobile
Role: UX Lead
My role:
As the UX Strategy Lead, I acted as the bridge between our team and Deloitte, translating their goals into a clear design direction. I worked closely with the client, guided the design team, and helped keep everything on track and on time.
I also collaborated across teams to ensure our design aligned with marketing and campaign efforts. It was a fast-paced, collaborative process, and I enjoyed bringing all the pieces together into a cohesive solution.
Research
Analyzed existing platforms to identify gaps, trends, and opportunities.
Primary Research
Ran surveys and interviews to capture user needs and challenges.
Some quotes from research
HMW Questions
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?
What makes these personas and journeys unique is that each map explores the user's current relationship in contrast to their relationship with an ex-partner. This comparison helped us uncover key pain points and emotional triggers within each couple’s dynamic, allowing us to identify deeper opportunities for connection and growth.
Design concepts
Co-parenting
This concept introduces a built-in communication feature for co-parents, full transparency on payment history, and access to the child’s records when permitted by court order, ensuring clarity and trust in managing responsibilities.
B. Personalized information
This concept provides resources tailored to each case, accurate details on rights and responsibilities, and a personalized employment program, giving parents the guidance and support most relevant to their situation.
Wireframes
Early wireframes designed to validate ideas with Deloitte
User Testing
of users appreciated having a place to keep child records stored safely.
of users found the calendar feature useful for parents with complicated relationships.
of the users found our designs intuitive and easy to navigate on desktop & mobile.
Final Solution
More and more people prefer Mobile access to CSS
Home page
Appointment Scheduling for Parents
Parents Exploring Resources and Support
State branding
States can customize their branding
Examples across states
Takeaways
This project taught me a lot about empathy, communication, collaboration, and staying adaptable. Empathy played a huge role. Working on a sensitive topic like child support showed me the importance of listening deeply and designing with care. I also learned that no single solution fits everyone, and meaningful design comes from staying flexible, open to feedback, and focused on real human needs.
I also learned how to balance those needs with client expectations and business goals. The experience showed me how to navigate different perspectives and reinforced that good design is not about perfection, but about creating thoughtful and inclusive solutions that work in the real world.
