Benefits.gov
Simplifying access to Government Benefits
Benefits.gov
Transforming a complex, fragmented government system into a single, user-friendly platform that helps millions of people quickly find and apply for the benefits they need.
The Challenge
Before Benefits.gov, citizens had to navigate a confusing network of agency websites to find benefit information. There was no centralized, easy-to-use resource to determine eligibility or understand how to apply.
Even as Benefits.gov established itself as the official U.S. government benefits portal, the experience needed to evolve—improving usability, accessibility, and scalability to meet modern user expectations and increasing demand, especially during critical moments like the COVID-19 pandemic.
The Approach
Grounded in research and continuous evaluation, we focused on simplifying the user journey and improving access to information:
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Conducted user research and usability testing to identify friction points
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Streamlined benefit discovery through a guided, step-by-step questionnaire
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Enhanced navigation and support with a data-driven chatbot
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Improved content structure and page layouts for faster information retrieval
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Expanded support channels through a self-service Help Center
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Unified the ecosystem by modernizing affiliated sites (GovLoans and SSA BEST)
PERSONAS, JOURNEY-MAPS & DISCOVERY
My Role & Leadership
Led UX strategy and execution across the Benefits.gov ecosystem, driving continuous improvements in usability, accessibility, and Section 508 compliance.
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Directed research, testing, and iterative design efforts
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Designed the guided eligibility questionnaire to simplify complex decision-making
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Developed a data-driven chatbot to support navigation and user inquiries
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Led redesign efforts for GovLoans and SSA BEST, introducing modern UI patterns and streamlined architecture
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Collaborated with cross-functional teams and federal partners to align design, content, and technology
Impact
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Earned W3 Award and Summit Creative Award, contributing to 44 total program awards for UX and digital excellence
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Reached 5.8M pageviews in April 2020, the highest traffic in program history
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Launched a self-service Help Center, reducing user friction and support needs
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Improved layout and usability of 1,000+ benefit pages, making eligibility and program details easier to find
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Modernized GovLoans and SSA BEST, improving consistency and questionnaire functionality across platforms
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Redesigned the News page and Compass Newsletter, reaching 600K+ subscribers bi-weekly
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Drove engagement with 37K+ social followers through targeted digital campaigns on COVID-19 resources, unemployment, and benefit education
Suggested Benefits based on questionnaire results