Deloitte Digital
(Commonwealth of Kentucky)
As part of the Commonwealth of Kentucky's Unified State Plan, a new legislation required a large population of its citizens who currently rely on government-funded aid to prove they're actively making themselves employable. This is in an effort to curb aid to non-active citizens and also increase the state's employment rate. Deloitte was hired to drive the client’s digital transformation initiative - a CRM Salesforce.com case management system to address their relationship model and provide the means to access Citizen information, previously residing in multiple, unconnected systems. The long-term goal of this project is to (1) support the state, (2) provide a solid, foundational framework on this project to implement across to other state governments.
︎ Role
Served a functional role in translating policy into system rules, and is driving testing and design aspects of the SDLC. Drove the design and release of the Business Connect module, which is the Salesforce system that allows Kentucky Citizens to interact seamlessly with Business entities within the state - driving employability and workforce training.
The Process
Legacy systems the state government, admins, vendors and citizens used were not interfacing with each other. Desireably, the different users had to be accounted for, business processes had to be built into the final digital product and the correct permissions had to be linked to each user type. Below, various business process flows were built out to understand how legacy systems and future systems worked for these various users. High level requirements for each and every part of the system, accounting for all users and their respective permissions as they use the digital product, were scripted and used as a pillar to drive requirements collection and user persona/journeys.
User interviews were conducted for 4 months with various stakeholders (Kentucky state government, labor departments, state citizens and other users who interface with the legacy/future product). After asking the right questions to bridge the gap between current state vs. future state build, wireframes, usability test guides and other visual mock-up assets were built to showcase how the digital product would be eventually designed. Users and what parts of the digital product they’d use were mapped out. Design-wise, conjoint surveys and A/B version testing were carried out to ensure the right fields and elements were put on the digital product to guide the respective user through the online portal in the most confident and efficient way.
After wireframing and getting official sign-off from the stakeholders, actual product design was realized. Starting off by utilizing Photoshop to mock-up these builds, to actually overlaying standard Salesforce UI with custom elements, the final product was handed off to the client: incorporating the 3 types of users who would interface with this digital product: Kentucky state citizens, training providers and other vendors, and Kentucky state administrators.
