Benefits Enrollment Portal
Led the design for the US Treasury’s Direct Express call center portal, streamlining call center agent workflows by consolidating 3 legacy systems. Minimized manual tasks, and delivering transparent performance metrics within 6 months.
Consolidated 3 legacy systems
40% Reduction in call volume
Tools to manage enrollments
Reduce enrollment times (<5 mins)
0-1 Design
Clients
MoCaFi, BNY, FRB of Dallas
Domain
Govtech- Federal Benefits
Deliverables
UX, UI, Design System, QA
Timeline
Q1-Q3 2025
Benefits Enrollment Portal
Led the design for the US Treasury’s Direct Express call center portal, streamlining call center agent workflows by consolidating 3 legacy systems. Minimized manual tasks, and delivering transparent performance metrics within 6 months.
Consolidated 3 legacy systems
40% Reduction in call volume
Tools to manage enrollments
Reduce enrollment times (<5 mins)
0-1 Design
Clients
MoCaFi, BNY, FRB of Dallas
Domain
Govtech- Federal Benefits
Deliverables
UX, UI, Design System, QA
Timeline
Q1-Q3 2025
Benefits Enrollment Portal
Led the design for the US Treasury’s Direct Express call center portal, streamlining call center agent workflows by consolidating 3 legacy systems. Minimized manual tasks, and delivering transparent performance metrics within 6 months.
Consolidated 3 legacy systems
40% Reduction in call volume
Tools to manage enrollments
Reduce enrollment times (<5 mins)
0-1 Design
Clients
MoCaFi, BNY, FRB of Dallas
Domain
Govtech- Federal Benefits
Deliverables
UX, UI, Design System, QA
Timeline
Q1-Q3 2025
Disjointed Applications and Operational Delays
500+
Call center agents
3.4 Million
Beneficiaries
3
Legacy applications
20,779
Call volume per day
Context
Direct Express is a prepaid debit card program established by the U.S. Department of the Treasury’s Bureau of the Fiscal Service to deliver federal benefits (such as Social Security, SSI, VA, and others) to the American unbanked population. It serves over 3.4 million benefit recipients with over $53 million payments disbursed.
Challenge
Every day, over 500 call center agents are bogged down by three outdated benefits enrollment systems. They need to manually enter data while fielding an average of 20,779 customer calls. Instead of speedy case resolution, they’re stuck wrestling with inefficient tools that drain time, energy and frustrate customers with long wait times and delayed case handling.
Business Goals
Save costs on running and maintaining 3 applications by creating a unified portal. Save time and costs by speeding up case resolutions.
User Goals
Streamlined enrollment portal that speeds up enrollments over the phone (< 5mins), features that support benefits management and performance metrics for auditing and compliance.
Disjointed Applications and Operational Delays
500+
Call center agents
3.4 Million
Beneficiaries
3
Legacy applications
20,779
Call volume per day
Context
Direct Express is a prepaid debit card program established by the U.S. Department of the Treasury’s Bureau of the Fiscal Service to deliver federal benefits (such as Social Security, SSI, VA, and others) to the American unbanked population. It serves over 3.4 million benefit recipients with over $53 million payments disbursed.
Challenge
Every day, over 500 call center agents are bogged down by three outdated benefits enrollment systems. They need to manually enter data while fielding an average of 20,779 customer calls. Instead of speedy case resolution, they’re stuck wrestling with inefficient tools that drain time, energy and frustrate customers with long wait times and delayed case handling.
Business Goals
Save costs on running and maintaining 3 applications by creating a unified portal. Save time and costs by speeding up case resolutions.
User Goals
Streamlined enrollment portal that speeds up enrollments over the phone (< 5mins), features that support benefits management and performance metrics for auditing and compliance.
Disjointed Applications and Operational Delays
500+
Call center agents
3.4 Million
Beneficiaries
3
Legacy applications
20,779
Call volume per day
Context
Direct Express is a prepaid debit card program established by the U.S. Department of the Treasury’s Bureau of the Fiscal Service to deliver federal benefits (such as Social Security, SSI, VA, and others) to the American unbanked population. It serves over 3.4 million benefit recipients with over $53 million payments disbursed.
Challenge
Every day, over 500 call center agents are bogged down by three outdated benefits enrollment systems. They need to manually enter data while fielding an average of 20,779 customer calls. Instead of speedy case resolution, they’re stuck wrestling with inefficient tools that drain time, energy and frustrate customers with long wait times and delayed case handling.
Business Goals
Save costs on running and maintaining 3 applications by creating a unified portal. Save time and costs by speeding up case resolutions.
User Goals
Streamlined enrollment portal that speeds up enrollments over the phone (< 5mins), features that support benefits management and performance metrics for auditing and compliance.
Unified Portal to Manage Enrollments Seamlessly
Time and cost savings
A unified portal meant less context- switching, work duplication and time wasted. Speeding up call center operational efficiency significantly.
FRB of Dallas saves money on running and maintaining 3 disjointed systems and keeping them in sync.
Time on task is reduced to less than 5 minutes per case.
Product alignment
All designs went through extensive reviews and approval process from stakeholders at MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Idea to delivery within an ambitious timeline of 6 months.
All design adhered to product requirements and compliance guidelines were met.
Reusable components
A unified, brand-aligned design system based on Material 3 UI was adopted for the Direct Express mobile app, website, and enrollment portal.
Design systems mean time, cost and effort saved on development and design.
Helps users experience consistent, predictable experiences and UI patterns across digital touch points.
Unified Portal to Manage Enrollments Seamlessly
Time and cost savings
A unified portal meant less context- switching, work duplication and time wasted. Speeding up call center operational efficiency significantly.
FRB of Dallas saves money on running and maintaining 3 disjointed systems and keeping them in sync.
Time on task is reduced to less than 5 minutes per case.
Product alignment
All designs went through extensive reviews and approval process from stakeholders at MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Idea to delivery within an ambitious timeline of 6 months.
All design adhered to product requirements and compliance guidelines were met.
Reusable components
A unified, brand-aligned design system based on Material 3 UI was adopted for the Direct Express mobile app, website, and enrollment portal.
Design systems mean time, cost and effort saved on development and design.
Helps users experience consistent, predictable experiences and UI patterns across digital touch points.
Unified Portal to Manage Enrollments Seamlessly
Time and cost savings
A unified portal meant less context- switching, work duplication and time wasted. Speeding up call center operational efficiency significantly.
FRB of Dallas saves money on running and maintaining 3 disjointed systems and keeping them in sync.
Time on task is reduced to less than 5 minutes per case.
Product alignment
All designs went through extensive reviews and approval process from stakeholders at MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Idea to delivery within an ambitious timeline of 6 months.
All design adhered to product requirements and compliance guidelines were met.
Reusable components
A unified, brand-aligned design system based on Material 3 UI was adopted for the Direct Express mobile app, website, and enrollment portal.
Design systems mean time, cost and effort saved on development and design.
Helps users experience consistent, predictable experiences and UI patterns across digital touch points.
Speed up Enrollments While Providing Transparency
Performance metrics
Metrics provide for transparency across teams and help identify macro trends and changes.
Metrics support System Administrators to evaluate call center performance and suggest improvements.
Clear metrics assist with auditing and compliance requirements.
Progressive forms
Multi-step enrollment forms help break them down into simple, logical and linear steps.
Conditional logic ensure that users only see data relevant to the task at hand.
Data validation ensures accuracy and reduces human error significantly.
Search enrollments
Search existing enrollment records without switching applications.
View connections between existing Benefit Recipients, Rep Payees and Benefits.
System set up to ensure there are no duplicate enrollments.
Manage enrollments
Call center agents can manage updates to existing existing enrollments easily.
Addition of new tools like updating Rep Payee, breaking relationship of Benefit Recipients to Rep Payee, adding new Benefit Recipient and benefits.
Audit log of activities
Compliance guidelines requires a running log of activities for each call center agent.
Audit log ensures transparency and allows agents and admins to view enrollment activities quickly.
Admin functions
System Administrators are given the ability to add, activate and deactivate call center agents easily.
Addition of admin and call center profiles for easy management.
Speed up Enrollments While Providing Transparency
Performance metrics
Metrics provide for transparency across teams and help identify macro trends and changes.
Metrics support System Administrators to evaluate call center performance and suggest improvements.
Clear metrics assist with auditing and compliance requirements.
Progressive forms
Multi-step enrollment forms help break them down into simple, logical and linear steps.
Conditional logic ensure that users only see data relevant to the task at hand.
Data validation ensures accuracy and reduces human error significantly.
Search Enrollments
Search existing enrollment records without switching applications.
View connections between existing Benefit Recipients, Rep Payees and Benefits.
Manage Enrollments
Call center agents can manage updates to existing existing enrollments easily.
Addition of new tools like updating Rep Payee, breaking relationship of Benefit Recipients to Rep Payee, adding new Benefit Recipient and benefits.
Audit log of activities
Compliance guidelines requires a running log of activities for each call center agent.
Audit log ensures transparency and allows agents and admins to view enrollment activities quickly.
Admin functions
System Administrators are given the ability to add, activate and deactivate call center agents easily.
Addition of admin and call center profiles for easy management.
Speed up Enrollments While Providing Transparency
Performance metrics
Metrics provide for transparency across teams and help identify macro trends and changes.
Metrics support System Administrators to evaluate call center performance and suggest improvements.
Clear metrics assist with auditing and compliance requirements.
Progressive forms
Multi-step enrollment forms help break them down into simple, logical and linear steps.
Conditional logic ensure that users only see data relevant to the task at hand.
Data validation ensures accuracy and reduces human error significantly.
Search enrollments
Search existing enrollment records without switching applications.
View connections between existing Benefit Recipients, Rep Payees and Benefits.
System set up to ensure there are no duplicate enrollments.
Manage enrollments
Call center agents can manage updates to existing existing enrollments easily.
Addition of new tools like updating Rep Payee, breaking relationship of Benefit Recipients to Rep Payee, adding new Benefit Recipient and benefits.
Search Enrollments
Search existing enrollment records without switching applications.
View connections between existing Benefit Recipients, Rep Payees and Benefits.
Manage Enrollments
Call center agents can manage updates to existing existing enrollments easily.
Addition of new tools like updating Rep Payee, breaking relationship of Benefit Recipients to Rep Payee, adding new Benefit Recipient and benefits.
Audit log of activities
Compliance guidelines requires a running log of activities for each call center agent.
Audit log ensures transparency and allows agents and admins to view enrollment activities quickly.
Admin functions
System Administrators are given the ability to add, activate and deactivate call center agents easily.
Addition of admin and call center profiles for easy management.
From Ideation to Delivery in 6 Months
Discovery
Workflow analysis
Personas
Requirements gathering
Feature prioritization
Design
Wireframes
High-fidelity design
Prototypes
Presentations
Delivery
Design system
Documentation
Annotations
Visual quality assurance
From Ideation to Delivery in 6 Months
Discovery
Workflow analysis
Personas
Requirements gathering
Feature prioritization
Design
Wireframes
High-fidelity design
Prototypes
Presentations
Delivery
Design system
Documentation
Annotations
Visual quality assurance
From Ideation to Delivery in 6 Months
Discovery
Workflow analysis
Personas
Requirements gathering
Feature prioritization
Design
Wireframes
High-fidelity design
Prototypes
Presentations
Delivery
Design system
Documentation
Annotations
Visual quality assurance
Gathering Insights on Current Workflows
Activities
Workflow analysis
Personas
Requirements gathering
Workflow analysis of three systems
Audit
Research revealed that call center agents have to use three disjointed legacy applications to complete enrollments. While on the phone, they had to switch between them to view Benefit Recipients, Rep payees and manage benefits. The agents also had to manually copy and paste data between applications. This led to decision fatigue from frequent context-switching, increased case handling time and scope for human error.
"The main goal of the enrollment portal is to reduce call times and manage benefit enrollments in a single portal."
-Fola Fadairo (Product Manager)
Personas
Call Center Agents
Call center agents answer calls from verified Benefit Recipients and Rep Payees. Agents complete benefit enrollments over phone using the 3 separate applications.
System Administrators
System Administrators manage call center agents by activating accounts, evaluating performance, providing guidance and determining entitlements.
Requirements
Reduce enrollment time to an average of less than 5 minutes per enrollee.
Reduce customer service calls by 40%, previously at 60%.
Consolidate three outdated system into a unified system for Beneficiary and Rep
Payee management and save call center focus, time and effort.Support MFA security with VPN access restrictions.
Audit logging for compliance and transparency.
Add performance metrics for efficiency and tracking.
Key Insights
Reduce memory load
Minimizing cognitive load by facilitating smoother transitions between tasks.
Progressive disclosure
Displaying enrollment forms with information critical to the task at hand.
Performance metrics
Measuring successful enrollments, time on task and error prevention protocols.
Gathering Insights on Current Workflows
Activities
Workflow analysis
Personas
Requirements gathering
Workflow analysis of three systems
Audit
Research revealed that call center agents have to use three disjointed legacy applications to complete enrollments. While on the phone, they had to switch between them to view Benefit Recipients, Rep payees and manage benefits. The agents also had to manually copy and paste data between applications. This led to decision fatigue from frequent context-switching, increased case handling time and scope for human error.
"The main goal of the enrollment portal is to reduce call times and manage benefit enrollments in a single portal."
-Fola Fadairo (Product Manager)
Personas
Call Center Agents
Call center agents answer calls from verified Benefit Recipients and Rep Payees. Agents complete benefit enrollments over phone using the 3 separate applications.
System Administrators
System Administrators manage call center agents by activating accounts, evaluating performance, providing guidance and determining entitlements.
Requirements
Reduce enrollment time to an average of less than 5 minutes per enrollee.
Reduce customer service calls by 40%, previously at 60%.
Consolidate three outdated system into a unified system for Beneficiary and Rep
Payee management and save call center focus, time and effort.Support MFA security with VPN access restrictions.
Audit logging for compliance and transparency.
Add performance metrics for efficiency and tracking.
Key Insights
Reduce memory load
Minimizing cognitive load by facilitating smoother transitions between tasks.
Progressive disclosure
Displaying enrollment forms with information critical to the task at hand.
Performance metrics
Measuring successful enrollments, time on task and error prevention protocols.
Gathering Insights on Current Workflows
Activities
Workflow analysis
Personas
Requirements gathering
Workflow analysis of three systems
Audit
Research revealed that call center agents have to use three disjointed legacy applications to complete enrollments. While on the phone, they had to switch between them to view Benefit Recipients, Rep payees and manage benefits. The agents also had to manually copy and paste data between applications. This led to decision fatigue from frequent context-switching, increased case handling time and scope for human error.
"The main goal of the enrollment portal is to reduce call times and manage benefit enrollments in a single portal."
-Fola Fadairo (Product Manager)
Personas
Call Center Agents
Call center agents answer calls from verified Benefit Recipients and Rep Payees. Agents complete benefit enrollments over phone using the 3 separate applications.
System Administrators
System Administrators manage call center agents by activating accounts, evaluating performance, providing guidance and determining entitlements.
Requirements
Reduce enrollment time to an average of less than 5 minutes per enrollee.
Reduce customer service calls by 40%, previously at 60%.
Consolidate three outdated system into a unified system for Beneficiary and Rep
Payee management and save call center focus, time and effort.Support MFA security with VPN access restrictions.
Audit logging for compliance and transparency.
Add performance metrics for efficiency and tracking.
Key Insights
Reduce memory load
Minimizing cognitive load by facilitating smoother transitions between tasks.
Progressive disclosure
Displaying enrollment forms with information critical to the task at hand.
Performance metrics
Measuring successful enrollments, time on task and error prevention protocols.
Ideation to Pilot Release in 6 Months
Activities
User flows
Wireframes
Mockups
Prototypes
Landing pages
Presentations
Task flows example
User flows
Cross-functional collaboration with Product, Business and Engineering to align on key user flows by use cases and personas.
Auditing/ Searching for existing enrollments.
Creating a new enrollment over phone.
Adding or removing benefits to an existing enrollment.
Modifying enrollment roles and relationships.
System Administrators are allowed to manage access and view performance metrics across the team.
Wireframes
Rapid , iterative wireframes were created in Figma to showcase the end-to-end experience to demonstrate key features and flows.
Call center dashboard wireframe
Call center dashboard high-fidelity screen
High-fidelity design
Approved designs were crafted into high-fidelity screens using customized Material 3 components. The design system was aligned with Direct Express brand guidelines and would be consistent across web, mobile and enrollment portal.
Prototypes
End-to-end experiences presented to Product, Engineering and Business stakeholders for alignment and approvals before development work began.
End-to-end experience prototype
Updated landing page introducing the new program
Landing pages
I collaborated with the Content Writer to craft landing pages for the updated Direct Express program. Designs were iterated through ongoing feedback from Business, Product and Design.
Presentations
UX opportunities and high-fidelity designs were drafted into slide decks and presented with business stakeholders from MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Presentations shared with stakeholders
Ideation to Pilot Release in 6 Months
Activities
User flows
Wireframes
Mockups
Prototypes
Landing pages
Presentations
Task flows example
User flows
Cross-functional collaboration with Product, Business and Engineering to align on key user flows by use cases and personas.
Auditing/ Searching for existing enrollments.
Creating a new enrollment over phone.
Adding or removing benefits to an existing enrollment.
Modifying enrollment roles and relationships.
System Administrators are allowed to manage access and view performance metrics across the team.
Wireframes
Rapid , iterative wireframes were created in Figma to showcase the end-to-end experience to demonstrate key features and flows.
Call center dashboard wireframe
Call center dashboard high-fidelity screen
High-fidelity design
Approved designs were crafted into high-fidelity screens using customized Material 3 components. The design system was aligned with Direct Express brand guidelines and would be consistent across web, mobile and enrollment portal.
Prototypes
End-to-end experiences presented to Product, Engineering and Business stakeholders for alignment and approvals before development work began.
End-to-end experience prototype
Updated landing page introducing the new program
Landing pages
I collaborated with the Content Writer to craft landing pages for the updated Direct Express program. Designs were iterated through ongoing feedback from Business, Product and Design.
Presentations
UX opportunities and high-fidelity designs were drafted into slide decks and presented with business stakeholders from MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Presentations shared with stakeholders
Ideation to Pilot Release in 6 Months
Activities
User flows
Wireframes
Mockups
Prototypes
Landing pages
Presentations
Task flows example
User flows
Cross-functional collaboration with Product, Business and Engineering to align on key user flows by use cases and personas.
Auditing/ Searching for existing enrollments.
Creating a new enrollment over phone.
Adding or removing benefits to an existing enrollment.
Modifying enrollment roles and relationships.
System Administrators are allowed to manage access and view performance metrics across the team.
Wireframes
Rapid , iterative wireframes were created in Figma to showcase the end-to-end experience to demonstrate key features and flows.
Call center dashboard wireframe
Call center dashboard high-fidelity screen
High-fidelity design
Approved designs were crafted into high-fidelity screens using customized Material 3 components. The design system was aligned with Direct Express brand guidelines and would be consistent across web, mobile and enrollment portal.
Prototypes
End-to-end experiences presented to Product, Engineering and Business stakeholders for alignment and approvals before development work began.
End-to-end experience prototype
Updated landing page introducing the new program
Landing pages
I collaborated with the Content Writer to craft landing pages for the updated Direct Express program. Designs were iterated through ongoing feedback from Business, Product and Design.
Presentations
UX opportunities and high-fidelity designs were drafted into slide decks and presented with business stakeholders from MoCaFi, FRB of Dallas, Fiscal Service and BNY.
Presentations shared with stakeholders
Design system assets, annotations and QA
Activities
Design system assets
Documentation
Annotations
Visual quality assurance
Alerts component
Components
I collaborated with 2 other designers to build and review design system assets. I was involved in building out the alerts and table components that would be used across the mobile, desktop and enrollment portal experiences.
Documentation
Component states and usage guidelines were documented in Figma. This also ensured Engineering could build components to clear specifications.
Documentation for table component
Documentation for table component
Annotations
Finalized designs included visual annotations for Engineering covering interactions, content guidelines, icons, alt text, and component notes. All designs were aligned with the Storybook components built by developers.
Design system assets, annotations and QA
Activities
Design system assets
Documentation
Annotations
Visual quality assurance
Alerts component
Components
I collaborated with 2 other designers to build and review design system assets. I was involved in building out the alerts and table components that would be used across the mobile, desktop and enrollment portal experiences.
Documentation
Component states and usage guidelines were documented in Figma. This also ensured Engineering could build components to clear specifications.
Documentation for table component
Documentation for table component
Annotations
Finalized designs included visual annotations for Engineering covering interactions, content guidelines, icons, alt text, and component notes. All designs were aligned with the Storybook components built by developers.
Design system assets, annotations and QA
Activities
Design system assets
Documentation
Annotations
Visual quality assurance
Alerts component
Components
I collaborated with 2 other designers to build and review design system assets. I was involved in building out the alerts and table components that would be used across the mobile, desktop and enrollment portal experiences.
Documentation
Component states and usage guidelines were documented in Figma. This also ensured Engineering could build components to clear specifications.
Documentation for table component
Documentation for table component
Annotations
Finalized designs included visual annotations for Engineering covering interactions, content guidelines, icons, alt text, and component notes. All designs were aligned with the Storybook components built by developers.
