Social Security Board Information System
Social Security Board Information System
Design and implementation of a new digital information system for handling End-to-end UI design for approvals, claim requests, and user interaction interfaces for both board officers and citizens.
Project Duration:
18 months
Role:
Lead UI/UX Designer
Year:
2023-2024
What is Social Security Board?
What is Social Security Board?
What is Social Security Board?
Social security is the protection that a society provides to individuals and households to ensure access to health care and to guarantee income security, particularly in cases of old age, unemployment, sickness, invalidity, work injury, maternity or loss of a breadwinner.
Social security is the protection that a society provides to individuals and households to ensure access to health care and to guarantee income security, particularly in cases of old age, unemployment, sickness, invalidity, work injury, maternity or loss of a breadwinner.
Social security is the protection that a society provides to individuals and households to ensure access to health care and to guarantee income security, particularly in cases of old age, unemployment, sickness, invalidity, work injury, maternity or loss of a breadwinner.
Background
Background
Background
Prior to this project, the Myanmar Social Security Board (SSB) relied on paper-based processes and Excel spreadsheets to manage social security services.
Prior to this project, the Myanmar Social Security Board (SSB) relied on paper-based processes and Excel spreadsheets to manage social security services.
Prior to this project, the Myanmar Social Security Board (SSB) relied on paper-based processes and Excel spreadsheets to manage social security services.
This outdated system was inefficient, prone to errors, and challenging to scale. Recognizing the need for modernization, the SSB sought to implement a comprehensive digital information system.
Our company was tasked with designing and developing a user-friendly interface that would streamline these processes and enhance user experience.
Our company was tasked with designing and developing a user-friendly interface that would streamline these processes and enhance user experience.
Our company was tasked with designing and developing a user-friendly interface that would streamline these processes and enhance user experience.
Objectives
Objectives
Objectives
Digitize Processes
Transition from paper-based and Excel-based workflows to a fully digital system.
Improve Usability
Develop an intuitive interface accessible to both board officers and citizens.
Enhance Efficiency
Automate and streamline processes to reduce administrative burdens and processing times
Ensure Accessibility
Design for a diverse user base with varying levels of technical proficiency
Research and Discovery
Research and Discovery
To ensure the new system met the needs of all users, we conducted thorough research:
Field Observations
Observed the existing paper-based processes to identify inefficiencies and areas for improvement.
Field Observations
Observed the existing paper-based processes to identify inefficiencies and areas for improvement.
Stakeholder Interviews
Engaged with board officers, management, and IT staff to understand current processes and pain points.
Stakeholder Interviews
Engaged with board officers, management, and IT staff to understand current processes and pain points.
Design Approach
Design Approach
I have followed the following approach to accomplish the business goals and user needs.
Comprehensive Review
Comprehensive Review
Conducted an in-depth review of the existing system, identifying pain points and areas for improvement.
Conducted an in-depth review of the existing system, identifying pain points and areas for improvement.
User Persona
User Persona
Created detailed personas representing board officers and citizens to guide design decisions.
Created detailed personas representing board officers and citizens to guide design decisions.
User Journey Mapping
User Journey Mapping
Mapped out the entire user journey for key tasks like claim submissions and approvals to identify critical touchpoints.
Mapped out the entire user journey for key tasks like claim submissions and approvals to identify critical touchpoints.
Streamlining Workflow
Streamlining Workflow
Leveraged insights from manual process documents to streamline workflow complexities, optimizing user journeys and system efficiency.
Leveraged insights from manual process documents to streamline workflow complexities, optimizing user journeys and system efficiency.
Iterative Design Process
Iterative Design Process
Utilized an iterative design approach, involving continuous feedback loops with both developers and stakeholders to ensure alignment with project objectives.
Utilized an iterative design approach, involving continuous feedback loops with both developers and stakeholders to ensure alignment with project objectives.
Wireframes & Prototypes
Wireframes & Prototypes
Developed low-fidelity wireframes and interactive prototypes to visualize the new system and gather early feedback.
Developed low-fidelity wireframes and interactive prototypes to visualize the new system and gather early feedback.
Key Features
Key Features
Key Features
Some of the hight features that are implemented in the system to streamline the process.
Some of the hight features that are implemented in the system to streamline the process.
Centralized Dashboard for Officers
Centralized Dashboard for Officers
Centralized Dashboard for Officers
A comprehensive dashboard providing an overview of pending tasks, claim requests, and approval statuses, improving task management and prioritization.
A comprehensive dashboard providing an overview of pending tasks, claim requests, and approval statuses, improving task management and prioritization.
A comprehensive dashboard providing an overview of pending tasks, claim requests, and approval statuses, improving task management and prioritization.
User-Friendly Claim Submission
User-Friendly Claim Submission
User-Friendly Claim Submission
A step-by-step claim submission process with guided instructions and real-time validation to help citizens complete their applications accurately.
A step-by-step claim submission process with guided instructions and real-time validation to help citizens complete their applications accurately.
A step-by-step claim submission process with guided instructions and real-time validation to help citizens complete their applications accurately.
Multilingual Support
Multilingual Support
Multilingual Support
Included support for multiple languages to cater to Myanmar’s diverse population, ensuring inclusivity.
Included support for multiple languages to cater to Myanmar’s diverse population, ensuring inclusivity.
Included support for multiple languages to cater to Myanmar’s diverse population, ensuring inclusivity.
Automated Notifications
Automated Notifications
Automated Notifications
Implemented a notification system to keep users informed about the status of their requests, reducing the need for follow-ups.
Implemented a notification system to keep users informed about the status of their requests, reducing the need for follow-ups.
Implemented a notification system to keep users informed about the status of their requests, reducing the need for follow-ups.
Announcements
Announcements
Announcements
Specific user roles can send notices to all office branches, ensuring important information is communicated quickly and efficiently using our system, without needing manual work. This feature helps in coordinating activities and keeping everyone updated, enhancing overall communication within the organization.
Specific user roles can send notices to all office branches, ensuring important information is communicated quickly and efficiently using our system, without needing manual work.
Specific user roles can send notices to all office branches, ensuring important information is communicated quickly and efficiently using our system, without needing manual work. This feature helps in coordinating activities and keeping everyone updated, enhancing overall communication within the organization.
Challenges
Challenges
Challenges
Unclear Client Requirements
Unclear Client Requirements
The absence of business analysts on the client side posed a significant challenge, as obtaining clear requirements proved difficult. I collaborated with our business analysts and tried to study manual process documentations to understand the current workflow.
The absence of business analysts on the client side posed a significant challenge, as obtaining clear requirements proved difficult. I collaborated with our business analysts and tried to study manual process documentations to understand the current workflow.
The absence of business analysts on the client side posed a significant challenge, as obtaining clear requirements proved difficult. I collaborated with our business analysts and tried to study manual process documentations to understand the current workflow.
Diverse User Base
Diverse User Base
Designing a system that was easy to use for both tech-savvy individuals and those with limited digital literacy demanded a careful balance of simplicity and functionality.
Designing a system that was easy to use for both tech-savvy individuals and those with limited digital literacy demanded a careful balance of simplicity and functionality.
Designing a system that was easy to use for both tech-savvy individuals and those with limited digital literacy demanded a careful balance of simplicity and functionality.
Transition from Paper to Digital
Educating and training board officers and citizens to adapt from a paper-based system to a digital one required significant effort.
Educating and training board officers and citizens to adapt from a paper-based system to a digital one required significant effort.
Transition from Paper to Digital
Educating and training board officers and citizens to adapt from a paper-based system to a digital one required significant effort.
Technical Integration
Ensuring seamless integration with existing backend systems posed technical challenges that needed close collaboration with the IT team.
Technical Integration
Ensuring seamless integration with existing backend systems posed technical challenges that needed close collaboration with the IT team.
Ensuring seamless integration with existing backend systems posed technical challenges that needed close collaboration with the IT team.
Having No Time & Resource for Usability Testing
Having No Time & Resource for Usability Testing
Due to tight timeline, complex requirements and large-scale implementations, usability testing didn’t got a space.
Due to tight timeline, complex requirements and large-scale implementations, usability testing didn’t got a space.
Solution
Solution
Design System
Design System
Developed a robust design system encompassing brand guidelines, reusable components, and UI patterns, fostering consistency and efficiency across the system.
Developed a robust design system encompassing brand guidelines, reusable components, and UI patterns, fostering consistency and efficiency across the system.
User-Centric Design
User-Centric Design
Prioritized user needs and feedback, implementing intuitive interface enhancements to improve usability and accessibility.
Prioritized user needs and feedback, implementing intuitive interface enhancements to improve usability and accessibility.
Collaborative Development
Collaborative Development
Facilitated productive collaborations between design and development teams, fostering a culture of shared ownership and mutual understanding.
Facilitated productive collaborations between design and development teams, fostering a culture of shared ownership and mutual understanding.
Results
Results
Results
Increased User Satisfaction: Post-implementation surveys indicated a 45% increase in user satisfaction rates.
Increased User Satisfaction: Post-implementation surveys indicated a 45% increase in user satisfaction rates.
Efficiency Gains: The new system reduced processing times for claims and approvals by 35%.
Efficiency Gains: The new system reduced processing times for claims and approvals by 35%.
Accessibility Improvements: The system’s mobile-friendly design and multilingual support significantly improved accessibility.
Accessibility Improvements: The system’s mobile-friendly design and multilingual support significantly improved accessibility.
Enhanced Communication: The role-based announcement feature improved internal communication, ensuring timely dissemination of important information to all branches.
Enhanced Communication: The role-based announcement feature improved internal communication, ensuring timely dissemination of important information to all branches.
Positive Stakeholder Feedback: Board officers reported enhanced task management and workflow efficiency.
Positive Stakeholder Feedback: Board officers reported enhanced task management and workflow efficiency.
Conclusion & Takeaways
Conclusion & Takeaways
Conclusion & Takeaways
My role in designing the Social Security Board System was not merely about creating a visually appealing interface, but about facilitating meaningful change within a complex governmental project. It was a transformative project that transitioned the SSB from outdated, paper-based processes to a modern, digital platform. By focusing on user-centered design, we created a system that improved usability, efficiency, and accessibility, ultimately enhancing the experience for both board officers and citizens.
By overcoming challenges, fostering collaboration, and prioritizing user-centric design principles, I contributed to the project's success and left a lasting impact on social security services for citizens
My role in designing the Social Security Board System was not merely about creating a visually appealing interface, but about facilitating meaningful change within a complex governmental project. It was a transformative project that transitioned the SSB from outdated, paper-based processes to a modern, digital platform. By focusing on user-centered design, we created a system that improved usability, efficiency, and accessibility, ultimately enhancing the experience for both board officers and citizens.
By overcoming challenges, fostering collaboration, and prioritizing user-centric design principles, I contributed to the project's success and left a lasting impact on social security services for citizens
