New York State Insurance Fund

Transforming Fragmented Government Apps into a Unified Mobile Experience

CLIENT

Overview

YEAR

2024

ROLE

Product Designer

The New York State Insurance Fund's digital ecosystem was fragmented across three disparate mobile applications, resulting in significant user confusion and operational inefficiencies. With over 2 million insurees, the fragmentation hindered user access to essential services and increased support burdens. The project's core objective was to consolidate these applications into a single, cohesive mobile experience. This unification aimed to simplify user workflows, enhance accessibility, and modernize the overall design, while adhering strictly to government compliance standards.

As the lead Product Designer, I drove the UX/UI redesign, spearheading the consolidation of three mobile apps into a unified platform. My responsibilities included redesigning the user interface, architecting seamless user flows, and establishing a scalable design system. A key focus was to minimize user friction and ensure accessibility, thereby improving the overall functionality and clarity of the NYSIF mobile experience.

Project Highlights

INTUITIVE UI DESIGN

Crafted a modern UI with interactive elements, responsive layouts, and easy to navigate screens for user claim management

Previous UI

SCALABLE DESIGN SYSTEM

Developed a robust UI framework with consistent typography, colors, buttons, and form elements for enhanced WCAG accessibility

Previous UI

UNIFIED USER EXPERIENCE

Streamlined workflows, reduced steps for key actions, and merged three apps into a single, seamless, user-friendly platform

Previous UI

Results

87%

Positive feedback on UX

20%

Fewer steps per task

3

Apps consolidated into 1

The consolidation of three apps into a unified NYSIF mobile platform significantly improved user experience and operational efficiency. The redesigned interface, featuring a modern design system and intuitive information architecture, simplified access to policy details, claim filing, and account management. While navigating the extended feedback cycles inherent in government projects, the final product exceeded expectations. From internal testing, we're expecting enhanced accessibility, reduced user friction, and optimized internal processes, leading to considerable time and resource savings. The platform will provide a significantly improved and streamlined experience for hundreds of thousands of users.