Effective UX Service Design to Modernize a Complex Multiuser Federal Process: A Case Study

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Imagine a process that is required to be utilized by millions of users each year, and if users make a mistake, it may result in significant consequential implications. Now imagine a stakeholder willing to modernize the process within a challenging deadline while mitigating risks associated with the modernization complexities. Finally, imagine a team of UX experts collaborating with various categories of stakeholders involved in the process, generating comprehensive, UX research-backed solutions that not only resulted in process efficiencies but also infused effective utilization of digital solutions. You don’t need to imagine it, because we will tell you how we did it.