Alcor Technical Solutions · 2022–2024
Redesigning Federal Identity Management
Led service blueprinting and UX redesign for the CMS End-User Enterprise Access Management System (CEEAMS), improving inter-agency data sharing and reducing friction for healthcare professionals.
30%
Satisfaction Increase
20%
Fewer Support Tickets
The Challenge
CEEAMS is the identity and access management system for healthcare professionals interacting with CMS services. The existing system had several pain points:
- Complex authentication flows — Users struggled with multi-step identity verification processes
- Inter-agency data friction — Sharing data between agencies required manual workarounds
- High support volume — Service desk received frequent tickets for issues that could be self-resolved
- Accessibility gaps — Interface did not fully meet 508/WCAG compliance standards
My Approach
Service Blueprinting
Championed service blueprinting sessions with CEEAMS stakeholders to map the full user journey across touchpoints, identify pain points in inter-agency data sharing, and surface opportunities for automation.
This cross-functional work led directly to the 20% reduction in service desk tickets by addressing root causes rather than symptoms.
UI Redesign
Conceptualized and updated the CEEAMS interface incorporating user feedback gathered through sentiment analysis and tagging within product development processes.
Focused on simplifying authentication flows and providing clearer guidance throughout the access management journey.
Key Deliverables
Design System
Developed a comprehensive design system that streamlined the workflow from design to development, reducing project delivery times while enhancing overall product quality.
Accessibility Updates
Updated CMS terminology throughout the application to align with WCAG, 508 compliance, and service expectations related to identity, authentication, and security.
Agile Integration
Collaborated with development teams to integrate Agile methodologies into the design process, resulting in a more adaptive workflow.
Feedback Mechanisms
Implemented mechanisms for sentiment analysis and tagging within product development processes to continuously incorporate user feedback.