Application Referral Intake System (ARIS)
January 2018 - December 2019
Users: Internal SSA Claims Representatives
Project Background
ARIS was a web-based allegation referral process to report suspected instances of fraud and potential violations involving SSA programs and operations.
The previous process instructed employees to refer allegations of fraud to the Office of the Inspector General (OIG) by entering information through a paper form (e8551), originally designed in 2001. The form was complicated and confusing and difficult to use.
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Business goals:
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Replace the existing e8551 paper form with a re-engineered and modernized electronic front-end process
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Develop a streamlined approach to allow the system to capture data to conduct analytical reviews, identify trends, and refine fraud detection models
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Give the users the opportunity to determine the status of referrals and to obtain up-to-date case information after submission, providing real-time status of allegation reports
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Improve the referral process, routing data from a single submission to multiple destinations for case development and data analysis
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Improve management communication in emergency, Continuity of Operations, and disaster recovery situations
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Eliminate the instances of duplicate allegation reporting
What I did:
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Conducted qualitative user research
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Presented interview findings
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Created user personas and related journey maps
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Designed high-fidelity functioning Axure prototype to be used in usability studies
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Created user task scenarios
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Created usability study plans, facilitation guides, consent forms
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Analyzed usability study results
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Presented usability study findings
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Prepared screen design documentation with screen shots and explanation of interactions for developers
Original Forms
Personas and Journey Maps
I used the data gathered from the qualitative research to create Personas and corresponding Journey Maps to help the project team understand the needs of the different types of users.
