2025 · Deloitte Digital
2025 · Deloitte Digital
·
·
Public sector · Salesforce
Public sector · Salesforce
·
·
NDA
NDA
Quietly redesigning
Quietly redesigning
how the
how the
state cares
state cares
for its kids.
for its kids.
Role
Role
Interaction Designer · IC
Interaction Designer · IC
Team
Team
2 designers · 1 PM · 6 engineers
2 designers · 1 PM · 6 engineers
Duration
Duration
11 months · 2024 — 2025
11 months · 2024 — 2025
Surfaces
Surfaces
Caseworker app + Citizen portal
Caseworker app + Citizen portal
Stack
Stack
Salesforce · SLDS · RFA portal
Salesforce · SLDS · RFA portal
CARES is a child-welfare platform used by California caseworkers and the families they support. Two years of Salesforce sediment had made it punishing to use; we re-cut the navigation, redrew the summary, and built a citizen-facing portal from scratch.
CARES is a child-welfare platform used by California caseworkers and the families they support. Two years of Salesforce sediment had made it punishing to use; we re-cut the navigation, redrew the summary, and built a citizen-facing portal from scratch.
Surface 01 of 02
Surface 01 of 02
The Caseworker Platform
The Caseworker Platform
Two surfaces. One mission.
Two surfaces. One mission.
The work spanned two child-welfare digital platforms: an internal caseworker application built on Salesforce, and a citizen-facing portal for prospective
foster families. The caseworker app needed a usability overhaul — inefficient navigation, high cognitive load, time-consuming workflows. The citizen portal
needed everything: branding, scope, design system, and a class-leading experience for first-time visitors.
The work spanned two child-welfare digital platforms: an internal caseworker application built on Salesforce, and a citizen-facing portal for prospective
foster families. The caseworker app needed a usability overhaul — inefficient navigation, high cognitive load, time-consuming workflows. The citizen portal
needed everything: branding, scope, design system, and a class-leading experience for first-time visitors.
Challenges
Challenges
Transition and Overload Struggles
Transition and Overload Struggles
Shifting from the legacy system to CARES creates a steep learning curve and information overload, slowing day-to-day work.
Shifting from the legacy system to CARES creates a steep learning curve and information overload, slowing day-to-day work.
Navigational Challenges
Navigational Challenges
The interface makes it hard to quickly locate critical case details and next steps, increasing clicks and frustration.
The interface makes it hard to quickly locate critical case details and next steps, increasing clicks and frustration.
Overwhelmed and Disconnected
Overwhelmed and Disconnected
Unclear pathways and added effort contribute to delays, missed deadlines, and lower confidence in the work.
Unclear pathways and added effort contribute to delays, missed deadlines, and lower confidence in the work.
How might we simplify CARES so caseworkers can quickly find what they need and complete core tasks efficiently?
How might we simplify CARES so caseworkers can quickly find what they need and complete core tasks efficiently?
Solution?
Solution?
Clear interface design
Clear interface design
templatized solutions
templatized solutions
All new navigation
All new navigation
Ease of access to key datapoints
Ease of access to key datapoints
7 + Milestone & 1000+ screens
7 + Milestone & 1000+ screens
An audit was done by the team to bring out any gaps in the experience.
An audit was done by the team to bring out any gaps in the experience.
80-85% of screens
80-85% of screens
Abide by these created templates making it easier for the devs to create.
Abide by these created templates making it easier for the devs to create.
11+ templates Created
11+ templates Created
These templates would help standardize the designs across teams and flows.
These templates would help standardize the designs across teams and flows.
10-15% of screens
10-15% of screens
Were exceptions that were discussed with the leadership and client.
Were exceptions that were discussed with the leadership and client.
Navigation Upgrade:
Navigation Upgrade:
Simplified a cluttered and disorganized Navigation.
Simplified a cluttered and disorganized Navigation.
Difficult Global Navigation
Difficult Global Navigation
Users get lost in the flow, No clear path shown
Users get lost in the flow, No clear path shown
Excessive Quick Links
Excessive Quick Links
Overwhelming links, unnecessary information, takes up too much space
Overwhelming links, unnecessary information, takes up too much space
Poor Tab Organization
Poor Tab Organization
No logical grouping of tabs, Hidden sections, difficult to understand
No logical grouping of tabs, Hidden sections, difficult to understand
Before:
Before:
After:
After:
Main Left Navigation
Main Left Navigation
Find all the data points right upfront, easy access to the data, logically grouped tabs
Find all the data points right upfront, easy access to the data, logically grouped tabs
Highlight Panel
Highlight Panel
Find all key actions, a quick view into key data
Find all key actions, a quick view into key data
Console Navigation
Console Navigation
Track back on his actions, shuffle through multi caseloads with easy navigation.
Track back on his actions, shuffle through multi caseloads with easy navigation.
Summary Page:
Summary Page:
A Summary page's role should be to summarize data, not confuse the user or provide repetative information.
A Summary page's role should be to summarize data, not confuse the user or provide repetative information.
No summary Tab Present
No summary Tab Present
Need to go through all the tabs and links. No summary provided for key actions and data.
Need to go through all the tabs and links. No summary provided for key actions and data.
Before:
Before:
After:
After:
Dedicated Summary Tab
Dedicated Summary Tab
Give a gist of all the tabs, 1 place for key summary of the full folio, new addition
Give a gist of all the tabs, 1 place for key summary of the full folio, new addition
Links & Action Cards & Alerts
Links & Action Cards & Alerts
Overall tasks due, helpful links found all at one place
Overall tasks due, helpful links found all at one place
Refined Confusion
Refined Confusion
Redesigned to give importance to useful areas and enhance the experience.
Redesigned to give importance to useful areas and enhance the experience.
Misinterpreted Stepper
Misinterpreted Stepper
Right section looked common for all tabs but related to only 1 tab
Right section looked common for all tabs but related to only 1 tab
Repetitive information
Repetitive information
Distracting, repeated as related lists on the page
Distracting, repeated as related lists on the page
Bad Experience
Bad Experience
No cutoff, repeats all input fields to add new record
No cutoff, repeats all input fields to add new record
Cognitive Load
Cognitive Load
Distracting from main form, adds clutter to the screen
Distracting from main form, adds clutter to the screen
Before:
Before:
After:
After:
Narrative Given importance
Narrative Given importance
Most important and will get edited throughout, has its own section
Most important and will get edited throughout, has its own section
Clear stepper introduced
Clear stepper introduced
Steps disabled till the 1st section is filled, key tabs shown, only needed info seen
Steps disabled till the 1st section is filled, key tabs shown, only needed info seen
Well Grouped Form Fields
Well Grouped Form Fields
Focused area for form, clear grouping
Focused area for form, clear grouping
Results & Imapct:
Results & Imapct:
6+ Scenarios tested
6+ Scenarios tested
With county users. These scenarios had multiple key flows involved.
With county users. These scenarios had multiple key flows involved.
Only 100 Design Feedbacks
Only 100 Design Feedbacks
From 920 only 100 were design related discussion items.
From 920 only 100 were design related discussion items.
920 overall feedback Received
920 overall feedback Received
These feedbacks were for the overall tech function, functional flows & designs.
These feedbacks were for the overall tech function, functional flows & designs.
24 Design action items taken
24 Design action items taken
Out 24 such feedbacks were to be taken forward for enhancements
Out 24 such feedbacks were to be taken forward for enhancements
AI Assisted Intake
AI Assisted Intake
Objective:
The aim is to reduce the administrative burden of collecting, documenting, and tracking various components across the solution by making key aspects more intuitive and intelligent.
Traditional approach:
Hotline worker will take notes while simultaneously determining how the information aligns with information required in the form.
Objective:
The aim is to reduce the administrative burden of collecting, documenting, and tracking various components across the solution by making key aspects more intuitive and intelligent.
Traditional approach:
Hotline worker will take notes while simultaneously determining how the information aligns with information required in the form.
Efficiency Analysis
Efficiency Analysis
Lack of Nudges
Lack of Nudges
There is no prompt to guide users and formulate questions for the narrative.
There is no prompt to guide users and formulate questions for the narrative.
Navigating multiple steps
Navigating multiple steps
Simultaneous form filling can be time-consuming. Users also often need to repeatedly refer to the narrative to fill the form.
Simultaneous form filling can be time-consuming. Users also often need to repeatedly refer to the narrative to fill the form.
Overall Process Effort
Overall Process Effort
~ 3 Hours
~ 3 Hours
Overall Process Effort
Overall Process Effort
~ 1 Hour
~ 1 Hour
+
+
Efficiency
Efficiency
~ 65%
~ 65%
Nudge to the worker
Nudge to the worker
Worker is now complete questionnaire support with tracker that allows them to get information without much follow ups
Worker is now complete questionnaire support with tracker that allows them to get information without much follow ups
Human in the loop
Human in the loop
User has complete flexibility to correct the inputs provided by AI before loading the data in to intake form.
User has complete flexibility to correct the inputs provided by AI before loading the data in to intake form.
Surface 02 of 02
Surface 02 of 02
The Citizen-Facing Platform
The Citizen-Facing Platform
Even the Citizens play a key role!
Even the Citizens play a key role!
The State Providers and Citizens interested to open their homes to foster kids have been in need for their own citizen facing portals!
Lets take a look at how these experiences are different from the worker portals!
The State Providers and Citizens interested to open their homes to foster kids have been in need for their own citizen facing portals!
Lets take a look at how these experiences are different from the worker portals!
PROVIDERS
PROVIDERS
RFA PARENTS
RFA PARENTS
What is new?
What is new?
The experience had to be worked on to make it more streamlined for citizens!
The experience had to be worked on to make it more streamlined for citizens!
Brand new portals
Brand new portals
all new design system
all new design system
streamlined processes
streamlined processes
templatized solutions
templatized solutions
and much more!
and much more!
Tackling Design Challenges
Tackling Design Challenges
Re-engineered Functional Requirements Early On
Re-engineered Functional Requirements Early On
Shifted focus to revamp and clarify functional needs before jumping into workflow design.
Shifted focus to revamp and clarify functional needs before jumping into workflow design.
Streamlined Requirements with AI
Streamlined Requirements with AI
Used AI tools to break down complex requirements into manageable, clear tasks.
Used AI tools to break down complex requirements into manageable, clear tasks.
Adopted an Iterative, Research-Driven Process
Adopted an Iterative, Research-Driven Process
Built on previous user research and usability feedback to shape and continuously refine features, increasing citizen engagement and satisfaction.
Built on previous user research and usability feedback to shape and continuously refine features, increasing citizen engagement and satisfaction.
This project was completed under a non-disclosure agreement (NDA). To protect client and user privacy, I’ve omitted or generalized sensitive details, data, screens, and internal documentation. The information shared reflects my personal contributions and focuses on process and outcomes.
This project was completed under a non-disclosure agreement (NDA). To protect client and user privacy, I’ve omitted or generalized sensitive details, data, screens, and internal documentation. The information shared reflects my personal contributions and focuses on process and outcomes.
