Project case study (STAR)
Benefits Intake: Calm-Under-Caseload
Context-aware sidebar job aid that lives inside the intake screen. Avg. intake dropped from 41 → 26 minutes.
Impact & Results
Step 1 — The Situation
State agency caseworkers were averaging 41 minutes per benefits intake; legacy training was a 200-page binder no one opened.
Step 2 — The Task
As a Senior Instructional Designer, I led the end-to-end design and development of this project — from discovery and needs analysis through final delivery and implementation support.
Step 4 — The Solution
Build a context-aware digital job aid that lives inside the intake screen and answers the next-most-likely caseworker question.
Tools Used
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