department of social services modernization
Client: Connecticut Department of Social Services (DSS)
Role: UX Research Lead & Strategist
Team: Collaboration with DSS leadership, frontline workers, product teams, external state vendors, and state agencies
Tools: Figma, Miro, GA4, SurveyMonkey, Social Listening, User Interviews
Documentation: Final Presentation
overview
The Connecticut Department of Social Services (DSS) Modernization Initiative aimed to improve digital service accessibility and efficiency for Connecticut residents. As the lead UX researcher and strategist, I spearheaded an extensive discovery research effort to identify key pain points in DSS’s digital platforms, streamline navigation, and enhance self-service options for residents applying for SNAP, HUSKY, TANF, and other essential benefits.
Our research laid the foundation for DSS digital transformation, focusing on reducing call center burden, increasing resident trust in online services, and creating a seamless, intuitive experience across multiple state benefit programs.
The Challenge
Connecticut residents faced significant friction when interacting with DSS services:
Confusing eligibility pathways: Residents were unsure where to start or which tools to use.
Fragmented digital systems: Multiple, non-integrated platforms (MyDSS, ConneCT, AccessHealth) led to frustration.
Heavy reliance on call centers: Long hold times and customer dissatisfaction created a bottleneck.
Lack of transparency: Users struggled to track applications and case statuses, leading to unnecessary repeat calls.
Dense and outdated content: Inconsistent navigation patterns, outdated links, and difficult-to-read information created barriers to access.
The approach
We conducted a multi-method research study to uncover the root causes of these issues:
Social Listening & Sentiment Analysis: Residents turned to Facebook groups, TikTok, and online communities for DSS advice due to lack of trust in official channels.
Google Analytics (GA4) & Call Center Data: 65% of residents failed to complete tasks on DSS websites, leading to increased call volumes.
Stakeholder Interviews: DSS policy teams and frontline workers confirmed that multiple systems caused confusion, leading to unnecessary case rework.
User Surveys & Usability Testing: Residents needed plain-language instructions, mobile-friendly design, and clear navigation paths.
key findings
Users need clarity & personalization:
Navigation should be simplified based on user type:
Prospective residents need eligibility guidance before applying.
Current beneficiaries should be directed to self-service tools for renewals, updates, and case tracking.
DSS websites lack trust & transparency:
Long hold times and application delays forced users to rely on social media for help.
A step-by-step process tracker could reduce frustration and uncertainty.
Multiple disconnected platforms create friction:
Users struggled to differentiate between MyDSS, ConneCT, and AccessHealth.
Recommendation: Merge key functionalities into a unified dashboard for all DSS services.
Content needs a major overhaul:
Sidebars were the most clicked elements, while overview pages were ignored due to overwhelming content.
Recommendation: Introduce checklists, bite-sized FAQs, and intuitive content organization.