Unified Employment Services Platform: 8-Week Discovery for Government Service Transformation
A major government agency overseeing national employment initiatives engaged in a digital transformation to unify its scattered service landscape. Over a focused 8-week discovery phase among 4 competing major agencies, the goal was to understand the current-state ecosystem, uncover user pain points, and define a vision for a cohesive, user-centered platform that could support millions of beneficiaries, employers, and internal stakeholders.
Challenge
The agency delivered over 20 employment-related services through 8 separate programs — all managed via siloed systems. This fragmentation created critical issues that required comprehensive discovery and strategic vision.
20+ employment services across 8 programs serving millions of citizens, employers, and internal staff through disconnected systems.
01
Disjointed User Journeys
Individuals and employers had to navigate multiple platforms with inconsistent experiences, creating confusion and barriers to accessing critical services.
02
Inefficient Internal Operations
Staff workflows were manual, duplicated, or dependent on outdated tools, leading to operational bottlenecks and resource waste.
03
Limited visibility
Data silos prevented a holistic view of users and hindered service delivery optimization across the organization.
04
System Inflexibility
Launching or updating services required extensive effort due to system and design fragmentation, slowing innovation.
Discovery Outcomes
By the end of the 8-week phase, we delivered a comprehensive vision for transformation, built on deep insight and practical design outputs.
The discovery process established a validated direction for large-scale platform unification.
20+
services mapped and analyzed
8
Programs teams aligned
Bringing AI solutions
Unified dashboard
We designed a unified beneficiary engagement model that enables citizens to manage all their allowances in one place. Through a single, consistent dashboard, users can easily track their tasks, update information, and access key services.
Process
Our approach balanced strategic discovery with actionable design exploration:
03
Service Blueprint as a Story
Connected user experience layers with internal processes and technologies to identify alignment gaps.
04
Opportunity Framing
Identified experience themes, system redundancies, and design leverage points
05
Vision Prototyping
Synthesized findings into a high-impact prototype that demonstrated how all programs could coexist within a single, intuitive platform
My role
I was the main product designer during the discovery phase, directly responsible for shaping the vision and design direction. My contributions included:
Designing interactive prototypes that demonstrated how fragmented services could come together into a single, unified platform experience.
Creating proposal designs and user stories that helped win stakeholder alignment and buy-in.
Collaborating closely with product owners, policy makers, developers, and leadership stakeholders to unify perspectives and set a shared vision.
Standardizing workflows to ensure clarity and efficiency across the project.
Note: Due to confidentiality agreements, this case study presents selected highlights. Detailed research documentation, methodologies, and findings are available for discussion in private conversations.
What Happened Next?
Following the successful 8-week discovery, I continued as a lead in a product group and service designer through the platform's first release. This included implementation guidance for the unified platform serving millions of users.
Implementation Phase: From discovery insights to working platform and multi-program launch coordination