Overview
I led the 18F team’s United States Citizenship and
Immigration Services (USCIS) engagement to improve citizenship
services. By introducing lean principles and an experimentation
mindset, and applying more rigor into our research practice, we
uncovered misalignment between the initial product direction and
the current market opportunity. Through design thinking workshops
and ongoing design sprints, we were able to make course
corrections to the product roadmap and deliver value to key target
users.
A few artifacts shown below: (top) a citizenship applicant
participating in an intercept interview session; (middle) sample
screens used for usability and concept testing; (bottom)
provisional personas derived from dozens of user anecdotes.
For more details,
check out the case study
(password-protected).
View the case study