Health.CT.gov | Portal & Eligibility Screener  

UX Leader - Executed service design research and mapping of extensive state of CT benefits service layer. Designed the end-to-end UX and information architecture for Health.CT.gov, including a new resident-facing eligibility screener, while mapping the user journeys, personas and the broader State of Connecticut digital ecosystem to support cross-agency services.

Role

Senior UX Manager, Designer & Information Architect | Focus: Information architecture, journey mapping, personas, wireframing, research, eligibility tools, cross-agency customer experiences.

Problem

Connecticut residents faced fragmented access to state benefits and programs. There was no unified health portal or clear eligibility pathway, making it difficult for people—especially veterans, students, job seekers, and the elderly—to discover and apply for the services they needed across Health, Transportation, Education, and Careers.

Approach

As the UX and Service Design Leader, I created expansive service-layer site maps of the state ecosystem to identify cross-agency events and touchpoints. Deliverables included user personas, experience journey maps, process flows, and persona cards highlighting multi-agency interactions. I designed the Health.CT.gov portal with a resident dashboard and eligibility screener, produced low- and high-fidelity wireframes for cross-agency scenarios, and wrote user stories tracked in Jira. Work also supported tools, tagging systems, and chatbot AI for key service areas and audiences.

Outcome

The new Health.CT.gov portal and eligibility screener gave Connecticut residents a clear, accessible way to check eligibility and apply for state benefits and programs. Cross-agency mapping and persona work enabled more coordinated digital services, improving discoverability and reducing friction for priority audiences and helping state social workers provide aide to needy and at risk residents.