Employment Insurance Benefit
Modernizing Claimant Report System for millions of Canadians
Benefits Delivery Modernization (BDM) is a transformative initiative by Employment and Social Development Canada (ESDC) to modernize the delivery of key benefit programs: Employment Insurance (EI), Old Age Security (OAS), and Canada Pension Plan (CPP). Through the development of a Common Benefit Delivery Platform (CBDP), BDM aims to replace aging systems with modern, integrated solutions that enhance service delivery for millions of Canadians.
As part of this $3.4B large-scale transformation, the EI modernization focuses on streamlining the benefits process for both citizens and service staff. The project involves redesigning core services, including the critical claimant reporting system, to create a more responsive, automated, and user-friendly experience. Working as a product designer on this initiative, I was responsible for designing the end-to-end claimant report flow for both public users and service officers through the Curam platform.
MY ROLE
Lead designer
TEAM
2 Business Analysts, 2 SMEs, 2 Developers, 2 POs
TIMELINE
6 months
DELIVERABLES
UX/UI design, Interaction design, Prototyping, User research
Problem
The existing EI system, built on 60 years old technology, was failing to meet modern service delivery standards and user expectations
Legacy system limitations
The outdated infrastructure forced reliance on paper-based, manual processes that hindered efficient benefit delivery and user satisfaction.
Manual workflows
Service officers needed to navigate multiple systems and perform repetitive manual tasks, leading to processing delays and increased risk of errors.
Poor user experience
The system's dated design and limited self-service options created significant barriers for users, resulting in frequent support calls, reduced productivity, and delayed benefit payments for both claimants and service officers.
Opportunity
Claimants
How might we create an intuitive digital experience that allows users to easily submit reports, track their claims, and receive benefits without requiring manual intervention?
Service Officers
How might we simplify the claim processing workflow by consolidating systems and automating routine tasks to help officers focus on complex cases that require human judgment?
Outcome
For Claimants
Simplified navigation improved task success rates by 35%.
Accessibility enhancements ensured compliance with WCAG 2.1 standards, enabling more Canadians to independently access EI services.
Real-time updates reduced claimant inquiries by 20% during testing phases.
For Service Officer
Centralized dashboards reduced processing times by 25%.
Real-time data integration enhanced decision-making accuracy.
Training-friendly designs decreased onboarding time for new staff by 20%.
Organizational Impact
Established a scalable framework for future releases under the BDM program.
Demonstrated alignment with ESDC’s goals of service excellence, policy agility, and organizational transformation.
