SCADpro is a collaborative design studio that brings together emerging design professionals and industry leaders to develop innovative solutions for real-world challenges. I was honored to be selected as part of the Fall 2022 SCADpro X Deloitte team for a transformative government service project.
Deloitte partnered with SCADpro to reimagine the digital experience for Long-Term Services and Supports (LTSS). The project focused on streamlining the user journey for beneficiaries, caregivers, and providers, making essential services more accessible and efficient. This collaboration provided a unique opportunity to tackle complex service design challenges, enhance digital accessibility, and improve the overall experience for millions of Americans in need of long-term care.
Time Frame
March 2022 - June 2022 (10 weeks)
Project Role
UX Researcher
Tools
Figma, Miro, Figma jam, Illustrator, Photoshop, Microsoft Office,
Deliverables
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A Comprehensive Database For Information On LTSS Waivers
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High-Fidelity Wireframes For An Interhal LTSS Website
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A language guide to simply LTSS terminologies
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An external webpage that strengthens the LTSS message
Research
Background Context
Our client, Deloitte, is a private company with over 35 years of experience helping state governments modernize public systems and improve outcomes. In this project, Deloitte partnered with SCADpro to explore user-centered solutions for Long-Term Services and Supports (LTSS) in Georgia and Wisconsin.
The LTSS ecosystem is critical for supporting aging adults and people with disabilities. However, current systems in both states are struggling with lack of transparency, limited access, long waiting lists, and a shrinking care workforce. These challenges make it difficult for individuals to understand, apply for, and receive services in a timely and efficient manner.
To address this, we used human-centered design and design thinking techniques to review LTSS structures, trends, and stakeholder needs. We conducted primary research through interviews and surveys, and competitive analysis to uncover gaps and opportunities in the digital experience.
Problem Overview
The current LTSS systems in Georgia and Wisconsin are falling short of their potential due to fragmented services, outdated digital infrastructure, and limited user support. This results in confusion around the application process, long waiting lists, and low public awareness—especially among those who need care the most.
Challenges
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Lack of Transparency: Users struggle to understand eligibility, timelines, and next steps.
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Access Issues: Websites are difficult to navigate, often outdated, and not mobile-friendly.
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Long Waitlists: Thousands remain on waiting lists due to funding gaps and slow processes.
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Labor Shortages: A declining caregiver workforce limits service delivery.
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Low Public Awareness: Many eligible individuals don’t know about LTSS or how to apply.
Proposed Solutions
1. Streamlined, Mobile-First Website
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Simplified navigation and form submissions
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Real-time application tracking and interactive timelines
2. Caregiver Matching Platform
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Match beneficiaries with available caregivers based on needs
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Mobile access for both parties to improve coordination
3. Integrated Outreach Campaign
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Targeted education through social media, community centers, and healthcare providers
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Clear, inclusive messaging to build trust and raise LTSS awareness
Secondary Research
Research Method
Proposed Solutions
Long-Term Services and Supports (LTSS) is a complex system, and no one understands its challenges better than the individuals who rely on it—beneficiaries, caregivers, and service providers. To gain a comprehensive understanding of user needs and pain points, our team conducted in-depth research using four key methods.
Interviews
By conducting 6 interviews with target audiences and 2 experts interview for identifying their pain points and area of opportunity.
Surveys
Gathered 25 participants to gain more understanding of the current problem.
Competitive Analysis
We analyzed government and private-sector platforms to identify best practices, accessibility gaps, and user engagement strategies, shaping our LTSS digital improvements.
Research Highlights
Interview Highlights
Survey Highlights
Competative Analysis
Research Findings
1. Lack of Access & Transparency
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Users face confusing websites, long waitlists, and unclear application processes.
2. Mobile & Digital Barriers
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Most state LTSS platforms are not mobile-friendly; users and caseworkers prefer mobile access.
3. Low Awareness & Engagement
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Many eligible individuals don’t know about LTSS; outreach efforts fail to reach target users.
4. Workforce Shortages
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A declining caregiver workforce limits care availability and impacts service delivery.
Development
Developing Solution
Using secondary research, surveys, interviews, and competitive analysis, we developed key personas and mapped their LTSS user journeys.
These insights directly shaped our design concepts to improve the platform’s digital experience and accessibility.
User Flows
Person 1
Person 2
Person 3
Flow Chart - LTSS Enrollment
UX Analysis
Enrollment Application Process
User Persona
SWOT
Final Deliverables
Developing Solution
Using secondary research, surveys, interviews, and competitive analysis, we developed key personas and mapped their LTSS user journeys.
These insights directly shaped our design concepts to improve the platform’s digital experience and accessibility.
Target Audience
Deloitte consultants who work on LTSS contracts with states looking to improve their current LTSS offerings.
Project Goals
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A Comprehensive Database For Information On LTSS Waivers
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High-Fidelity Wireframes For An Internal LTSS Website
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A language guide to simply LTSS terminologies
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An external webpage that strengthens the LTSS message
Database
Brand Guidelines
Website
About LTSS
State User Flows
Database on State LTSS
Already Existing Flows
Library of Past LTSS Projects
Past LTSS Project Overview
Possibilities
Details on the Step
Outreach
