User experience design for the Bituach Leumi system
User types
.All citizens of the State of Israel
Background
National Insurance is a government mechanism whose purpose is to help the residents of the State of Israel on an economic level, according to their needs. Every citizen of the country is entitled to different allowances depending on his situation. Redesigning the national insurance system provides an answer to all Israeli citizens who need answers regarding the claims they are entitled to receive. The purpose of the system is to improve and help citizens who are entitled to the various allowances easily and conveniently receive their rights with a comfortable user experience, thinking that the user will be able to do all operations with maximum comfort and in one place. The age range of users ranges from 18 to 120, and everyone can log in and use the system.
The problem
The National Insurance Administration is a government body that is often difficult to contact and get an answer in a convenient way. The only options for receiving this answer are either through the call center or by visiting to a branch of the National Insurance Institute. In many cases, the wait is long, and you have to stand and wait for a long time to receive an answer. The current system is designed in a cumbersome and unpleasant way, and it is difficult to access users' information conveniently.
:The Pain points with the current system are
Contacting the branch is cumbersome and inconvenient.
There are no recent actions available in the user's portfolio.
The information regarding allowances is not organized.
The system does not consider the user in the center.
There are lots of unnecessary buttons that lead nowhere.
An outdated and unpleasant system.
The old design
The claim submission page displays all the claims together in an unordered manner, which makes it difficult for the user to get to the claim they need.
The side menu offers many unnecessary things, such as buttons that are not always useful, and it is difficult for the user to find the information he needs.
An outdated system. The main screen shows all the user's personal details without thinking about the main things the user would like to see.
Personas
Shirli Cohen
Shirley is a 24-year-old student. She wants to check her social security obligations and rights.
Moshe Levi
Moshe has been retired for several years and receives a disability pension and an old-age pension. He is interested to see how he is doing and if he is getting what he deserves every month.
Naama Shalom
Naama is a mother of three children, unemployed, and interested in filing an unemployment claim and pursuing her rights under the National Insurance Act.
Information architecture
System goals
:The problems with the current system are
Make it easy and convenient for users to submit claim forms.
To provide information regarding the funds that enter the user's account from various allowances.
To give users a real and convenient answer regarding their allowances and claims so that they don't have to wait hours for the service.
To provide the user with a simple and pleasant way to know the status of his case.
Option to easily complete forms from open claims.
Save users' heartsache and allow them to receive information directly from the branch without visiting them.
Wireframes
Information Clean and modern design in the social security system
01
The system is designed in a clean and pleasant way. On the main screen, the user sees the most relevant things, such as the allowances he receives and how much he received from each allowance recently. He also sees recent actions taken between the user and the National Insurance Administration, and pertinent information for the user.
02
A personal details page that is nicely arranged with details that the user can fill in if they have changed.
03
The Annuity Page is a page that shows all the income the user received from the National Insurance Program in the last few months. It is possible to go back several years and see what he received. letters, documents, and confirmations related to that allowance.
04
The claim submission page is a page that is built in a convenient way and contains all the benefits that exist in the National Insurance Program. The benefits are arranged by buttons in alphabetical order, and clicking on each button opens all the forms that belong to it.
05
The claim submission page is a page that is built in a convenient way and contains all the benefits that exist in the National Insurance Program. The benefits are arranged by buttons in alphabetical order, and clicking on each button opens all the forms that belong to it.
