U.S. Citizenship and Immigration Services
USCIS enables a culture of innovation
The U.S. Citizenship and Immigration Services (USCIS) recognized that their innovation capacity depended mainly on achieving a massive digital transformation. To achieve this goal, they implemented an operational excellence framework to build enterprise software blending the latest in human-centered design and agile software delivery principles.
USCIS needed a digital platform to accelerate the training of their workers on the operational excellence framework and apply their newly acquired knowledge in their jobs.
Creative leadership
Web app design
User research
UI/UX design
Branding
Design System
How can USCIS train the organization in the latest operational excellence framework to build enterprise software?
Outcome
To accomplish the USCIS vision, I designed a digital experience to guide, educate, and empower new and existing team members around the operational excellence framework. I created a well-organized and flexible tool centered around processes, practices, and systems called the Playbook. Players referred to the product team roles, plays described the steps in the process, while practices referred to specific techniques players could apply.
Design Challenges
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The Playbook required flexibility to ensure easy access and understanding of the content. For some members, the Playbook became a place to understand their job expectations, while others expected it to be a resource to develop their skills in specific areas.
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Compliance with Section 508 and 21st Century IDEA is not only the law for government applications but also fundamental to a great digital experience. To comply with government requirements, I used the U.S. Web Design System (USWDS), a toolkit of principles, guidance, and code that made it easier to build accessible, mobile-friendly government applications.
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Writing the content of the Playbook was a colossal task that required the entire product team to write copy for each process, practice, and system. I created a content style guide to help us write clear and consistent content.
