Product design

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[Placeholder] How research with applicants reshaped a state benefits portal.

At a glance

Role
[Placeholder] Lead service designer
Team
[Placeholder] 2 designers, 5 engineers, 1 product manager
Timeline
[Placeholder] 8 months
Outcome
[Placeholder] Applications finished without help went up.

Discovery and research

[Placeholder] Who you talked to, what you learned and what surprised you.

Iteration

[Placeholder] The versions you tried, what you tested and what changed because of it.

Working with engineers

[Placeholder] How decisions got made together, and the constraints and tradeoffs.

Handoff and shipping

[Placeholder] What you delivered and how it held up in production.

Results and reflection

[Placeholder] What changed, and what you'd do differently.