MIchigan Child Support

Project Details

My Roles: UX Design, UX Research

Tools: Sketch, Miro

Duration: 3 months

Teammates: Delivery Lead, UX Researcher

Overview

Michigan’s Office of Child Support asked us to do a research project to better understand their users’ experience with the child support system during the initial coronavirus shutdown. We interviewed custodial parents, non-custodial parents, attorneys, and Friend of the Court employees. Our goal was to figure out what worked, what didn’t work, and how technology was used to keep the process going. As a results of our research, we created user personas, journey maps, and a product roadmap for how to move forward.

Business Objective

During Covid, the State of Michigan’s Office of Child Support was collecting more money than it ever had before. Our goal for this engagement was to better understand how users were getting access to those fund and how the state could utilize technology to simplify the experience for all family members involved in the process.

Personas

Based on our interviews, we developed a handful of user personas that we would use to guide us throughout the duration of the research project. I used Blush for the persona illustrations.

Journey Map (Current State)

How Might We

After reviewing our findings, we created “How Might We” questions, we came up with a variety of solutions, and then used affinity mapping to group similar solutions.

Product Roadmap

After we did our “How Might We” exercise, we created a prioritized product roadmap. The client then used this roadmap to help prioritize work with their current development teams.

Journey Map (Future State)

Our final deliverable was a customer journey map that looked forward to what the experience could look like in the future.