Reimagine Child Support Service for Non-custodial Parents in the United States
UX/UI Design | Wireframing & Prototyping | White Labelling
Project Role
UX/UI Designer
UX/UI Designer
Tool
Figma, FigJam, Miro, Illustration, Photoshop
Figma, FigJam, Miro, Illustration, Photoshop
Timeline
Q4 2022
Q4 2022
Industry
Government & Public Services
Government & Public Services
Each year, over 13.6 million U.S. parents rely on child support services, yet 40% of non-custodial parents struggle with fragmented information and complex processes. Beyond financial obligations, many face legal hurdles and co-parenting conflicts, often worsened by strained relationships. The lack of clear guidance leads to frustration, miscommunication, and compliance issues. Our goal was to create a scalable solution that simplifies processes and fosters co-parenting collaboration.
Koyu designed interfaces that centralized resources and standardized visitation scheduling for non-custodial parents at Deloitte. Her goal was to reimagine the experience of applying for child support services to meet their child. She raised the satisfaction rate that most of the users are excited about this new experience.
Responsibilities
Conducted qualitative and quantitative research and designed a Figma prototype for non-custodial parents
Created white-label wireframes for adaptation across 50 U.S. states
Developed a UI design system
Team size
8 UX/UI Designers + 6 Graphic Designers + 4 Advertising Designers + 1 Project Manager + 1 Director + 1 Mentor
Who Are Non-Custodial Parents?
For many parents, separation or divorce brings new challenges, not just emotionally, but in navigating their responsibilities. Non-custodial parents, those who do not have primary physical custody, remain legally and financially responsible for their children.
Yet, the path is rarely straightforward.
Legal complexities, poor communication, and outdated systems create barriers that make it hard for non-custodial parents to stay involved. Many struggle to track payments, access case information, or even communicate effectively with their co-parent, leading to misunderstandings and tension.
13.2M
Children are served by the Child Support Program in the United States.
26-31%
Child support program enrollees had not completed high school.
27%
Non-custodial parents live below the poverty line.
Lost in a Maze of Child Support Resources…
Navigating child support services should be simple, yet many parents find themselves lost in a maze of disorganized resources, unclear processes, and inaccessible services. Those who seek help often face barriers, from confusing website information to poorly executed support systems, that leave them frustrated and disengaged. Even parents willing to participate in the program struggle to locate essential services, while non-custodial parents hesitate to engage due to a deep-rooted distrust of government programs and personnel.
Creating a Clear Path to Child Support Services
Koyu believed finding and applying for child support services shouldn’t be a frustrating experience. She and her team built a system for parents to confidently navigate centralized resources and streamline processes.
She understand making information accessible and transparent builds trust and ensures families receive the support they need without unnecessary obstacles, leading to higher engagement and faster access to essential support.
Personalized Welcome Dashboard
The Personalized platform is designed for clarity and efficiency, guiding users through the case and service application process with ease.
Visitation Schedule for Co-parenting
Koyu highlight how scheduling visitation should not trigger conflicts or misunderstandings; instead, it should provide a clear and structured record of all requests for accountability and improves communication between co-parents.
Unified Resource Hub
Parents should have easy access to all relevant information in one place, reducing the frustration of searching across multiple sources and offering guidance when they need it most.
Centralized Document Management & Requests
A secure and organized way to share a child's formal documents, ensuring both parents have easy access to essential records without miscommunication and the hassle of repeatedly requesting or searching for them.
A Human-Centered Approach to Problem-Solving
Koyu understood the parent's struggles but had difficulty truly understanding the process and experience they had been through. She got her hands dirty by being Grounded in extensive research, including stakeholder discussions, regulatory analysis, state reports, surveys, and user interviews.
Koyu Took the Lead in Recruiting Candidates
She highlighted the significant challenges in finding non-custodial parents. She strongly voiced the difficulties, noting how society often lacks inclusivity and understanding toward parents who have lost custody. Despite extensive outreach through various parenting communities on social media, only a few were willing to speak, as many felt shame and anxiety about sharing their experiences. Divorce and losing custody are deeply emotional experiences, and Koyu approached the process with sensitivity, empathy, and persistence.
Improving the Child Support System for Non-Custodial Parents
Her research revealed that non-custodial parents (NCPs) face significant barriers in accessing child support services, leading to frustration, disengagement, and lack of trust in the system.
5+
Interviews with parents who have experience with the child support system.
10+
Surveys from non-custodial parents.
3+
Child support system websites and parenting apps operated by state governments.
Personas & Journey Maps
A Child’s Needs Come First
Koyu uncovered a harsh reality: Most people assume that losing custody means being less involved or less important in a child's life—some even perceive non-custodial parents as if they’ve done something wrong. However, research consistently shows that children benefit most when both parents remain engaged, providing emotional support, stability, and shared responsibility. True co-parenting is not about winning or losing custody, it’s about collaboration, mutual respect, and prioritizing the child’s well-being.
Koyu realized co-parenting is an essential yet often overlooked aspect of child support discussions, where societal narratives tend to favor custodial parents while unintentionally sidelining non-custodial parents.
Child as Priority
Co-parenting
Top Priorities:
A tool for parents to be in touch with each other
Scheduling visitation
Access to the child's records
Non-custodial parents
Personalized Information
Top Priorities:
Provides information and resources relevant to a specific case
Accurate information about rights and responsibilities
Personalized employment program
Mapping Opportunities for Impact
Koyu and her team mapped out the whole journey of child support services involvement and discovered the areas of opportunities. NCP needs a personalized and flexible support system that provides relevant resources, guidance, and communication tools based on their circumstances.
Wireframing & Prototyping
Usability Test
Koyu conducted a usability test with 7 non-custodial parents to challenge the team's website design hypothesis. Recognizing the sensitivity of the topic, she took the initiative to learn formal and structured usability testing methods outside of work hours, ensuring a thoughtful and respectful approach to engaging with the target users. Instead of testing functionality, she aimed to understand how users navigated the platform, concentrate on how intuitive the flow felt, whether the language resonated, and whether the illustrations effectively supported comprehension.
Empowering Scalability - White Labeling
Koyu and her team recognized the need for a flexible white-labeling system that would enable seamless adaptation across different states.
Responsive Website Experience
Empathy heavily matters when working on sensitive topics
Koyu learned that child support is a complex issue that people who don't understand their situation often criticize, while those in the situation often face judgment. She felt a deeper conviction as a UX/UI designer that having an empathy mindset not only helps people in child support feel understood and supported but also drives meaningful design solutions that foster inclusivity and reduce stigma.
Situation varied, solutions never one size fits all
She tried to use one script for every user interview; however child support could include various complex relationships and reasons, so it turned out she slightly revised the questions and the way of asking questions because no one way perfectly solves everyone's situation, even our solution.
Koyu designed interfaces that centralized resources and standardized visitation scheduling for non-custodial parents at Deloitte. Her goal was to reimagine the experience of applying for child support services to meet their child. She raised the satisfaction rate that most of the users are excited about this new experience.
Responsibilities
Conducted qualitative and quantitative research and designed a Figma prototype for non-custodial parents
Created white-label wireframes for adaptation across 50 U.S. states
Developed a UI design system
Team size
8 UX/UI Designers + 6 Graphic Designers + 4 Advertising Designers + 1 Project Manager + 1 Director + 1 Mentor
Who Are Non-Custodial Parents?
For many parents, separation or divorce brings new challenges, not just emotionally, but in navigating their responsibilities. Non-custodial parents, those who do not have primary physical custody, remain legally and financially responsible for their children.
Yet, the path is rarely straightforward.
Legal complexities, poor communication, and outdated systems create barriers that make it hard for non-custodial parents to stay involved. Many struggle to track payments, access case information, or even communicate effectively with their co-parent, leading to misunderstandings and tension.
13.2M
Children are served by the Child Support Program in the United States.
26-31%
Child support program enrollees had not completed high school.
27%
Non-custodial parents live below the poverty line.
Lost in a Maze of Child Support Resources…
Navigating child support services should be simple, yet many parents find themselves lost in a maze of disorganized resources, unclear processes, and inaccessible services. Those who seek help often face barriers, from confusing website information to poorly executed support systems, that leave them frustrated and disengaged. Even parents willing to participate in the program struggle to locate essential services, while non-custodial parents hesitate to engage due to a deep-rooted distrust of government programs and personnel.
Creating a Clear Path to Child Support Services
Koyu believed finding and applying for child support services shouldn’t be a frustrating experience. She and her team built a system for parents to confidently navigate centralized resources and streamline processes.
She understand making information accessible and transparent builds trust and ensures families receive the support they need without unnecessary obstacles, leading to higher engagement and faster access to essential support.
Personalized Welcome Dashboard
The Personalized platform is designed for clarity and efficiency, guiding users through the case and service application process with ease.
Visitation Schedule for Co-parenting
Koyu highlight how scheduling visitation should not trigger conflicts or misunderstandings; instead, it should provide a clear and structured record of all requests for accountability and improves communication between co-parents.
Unified Resource Hub
Parents should have easy access to all relevant information in one place, reducing the frustration of searching across multiple sources and offering guidance when they need it most.
Centralized Document Management & Requests
A secure and organized way to share a child's formal documents, ensuring both parents have easy access to essential records without miscommunication and the hassle of repeatedly requesting or searching for them.
A Human-Centered Approach to Problem-Solving
Koyu understood the parent's struggles but had difficulty truly understanding the process and experience they had been through. She got her hands dirty by being Grounded in extensive research, including stakeholder discussions, regulatory analysis, state reports, surveys, and user interviews.
Koyu Took the Lead in Recruiting Candidates
She highlighted the significant challenges in finding non-custodial parents. She strongly voiced the difficulties, noting how society often lacks inclusivity and understanding toward parents who have lost custody. Despite extensive outreach through various parenting communities on social media, only a few were willing to speak, as many felt shame and anxiety about sharing their experiences. Divorce and losing custody are deeply emotional experiences, and Koyu approached the process with sensitivity, empathy, and persistence.
Improving the Child Support System for Non-Custodial Parents
Her research revealed that non-custodial parents (NCPs) face significant barriers in accessing child support services, leading to frustration, disengagement, and lack of trust in the system.
5+
Interviews with parents who have experience with the child support system.
10+
Surveys from non-custodial parents.
3+
Child support system websites and parenting apps operated by state governments.
Personas & Journey Maps
A Child’s Needs Come First
Koyu uncovered a harsh reality: Most people assume that losing custody means being less involved or less important in a child's life—some even perceive non-custodial parents as if they’ve done something wrong. However, research consistently shows that children benefit most when both parents remain engaged, providing emotional support, stability, and shared responsibility. True co-parenting is not about winning or losing custody, it’s about collaboration, mutual respect, and prioritizing the child’s well-being.
Koyu realized co-parenting is an essential yet often overlooked aspect of child support discussions, where societal narratives tend to favor custodial parents while unintentionally sidelining non-custodial parents.
Child as Priority
Co-parenting
Top Priorities:
A tool for parents to be in touch with each other
Scheduling visitation
Access to the child's records
Non-custodial parents
Personalized Information
Top Priorities:
Provides information and resources relevant to a specific case
Accurate information about rights and responsibilities
Personalized employment program
Mapping Opportunities for Impact
Koyu and her team mapped out the whole journey of child support services involvement and discovered the areas of opportunities. NCP needs a personalized and flexible support system that provides relevant resources, guidance, and communication tools based on their circumstances.
Wireframing & Prototyping
Usability Test
Koyu conducted a usability test with 7 non-custodial parents to challenge the team's website design hypothesis. Recognizing the sensitivity of the topic, she took the initiative to learn formal and structured usability testing methods outside of work hours, ensuring a thoughtful and respectful approach to engaging with the target users. Instead of testing functionality, she aimed to understand how users navigated the platform, concentrate on how intuitive the flow felt, whether the language resonated, and whether the illustrations effectively supported comprehension.
Empowering Scalability - White Labeling
Koyu and her team recognized the need for a flexible white-labeling system that would enable seamless adaptation across different states.
Responsive Website Experience
Empathy heavily matters when working on sensitive topics
Koyu learned that child support is a complex issue that people who don't understand their situation often criticize, while those in the situation often face judgment. She felt a deeper conviction as a UX/UI designer that having an empathy mindset not only helps people in child support feel understood and supported but also drives meaningful design solutions that foster inclusivity and reduce stigma.
Situation varied, solutions never one size fits all
She tried to use one script for every user interview; however child support could include various complex relationships and reasons, so it turned out she slightly revised the questions and the way of asking questions because no one way perfectly solves everyone's situation, even our solution.
Koyu designed interfaces that centralized resources and standardized visitation scheduling for non-custodial parents at Deloitte. Her goal was to reimagine the experience of applying for child support services to meet their child. She raised the satisfaction rate that most of the users are excited about this new experience.
Responsibilities
Conducted qualitative and quantitative research and designed a Figma prototype for non-custodial parents
Created white-label wireframes for adaptation across 50 U.S. states
Developed a UI design system
Team size
8 UX/UI Designers + 6 Graphic Designers + 4 Advertising Designers + 1 Project Manager + 1 Director + 1 Mentor
Who Are Non-Custodial Parents?
For many parents, separation or divorce brings new challenges, not just emotionally, but in navigating their responsibilities. Non-custodial parents, those who do not have primary physical custody, remain legally and financially responsible for their children.
Yet, the path is rarely straightforward.
Legal complexities, poor communication, and outdated systems create barriers that make it hard for non-custodial parents to stay involved. Many struggle to track payments, access case information, or even communicate effectively with their co-parent, leading to misunderstandings and tension.
13.2M
Children are served by the Child Support Program in the United States.
26-31%
Child support program enrollees had not completed high school.
27%
Non-custodial parents live below the poverty line.
Lost in a Maze of Child Support Resources…
Navigating child support services should be simple, yet many parents find themselves lost in a maze of disorganized resources, unclear processes, and inaccessible services. Those who seek help often face barriers, from confusing website information to poorly executed support systems, that leave them frustrated and disengaged. Even parents willing to participate in the program struggle to locate essential services, while non-custodial parents hesitate to engage due to a deep-rooted distrust of government programs and personnel.
Creating a Clear Path to Child Support Services
Koyu believed finding and applying for child support services shouldn’t be a frustrating experience. She and her team built a system for parents to confidently navigate centralized resources and streamline processes.
She understand making information accessible and transparent builds trust and ensures families receive the support they need without unnecessary obstacles, leading to higher engagement and faster access to essential support.
Personalized Welcome Dashboard
The Personalized platform is designed for clarity and efficiency, guiding users through the case and service application process with ease.
Visitation Schedule for Co-parenting
Koyu highlight how scheduling visitation should not trigger conflicts or misunderstandings; instead, it should provide a clear and structured record of all requests for accountability and improves communication between co-parents.
Unified Resource Hub
Parents should have easy access to all relevant information in one place, reducing the frustration of searching across multiple sources and offering guidance when they need it most.
Centralized Document Management & Requests
A secure and organized way to share a child's formal documents, ensuring both parents have easy access to essential records without miscommunication and the hassle of repeatedly requesting or searching for them.
A Human-Centered Approach to Problem-Solving
Koyu understood the parent's struggles but had difficulty truly understanding the process and experience they had been through. She got her hands dirty by being Grounded in extensive research, including stakeholder discussions, regulatory analysis, state reports, surveys, and user interviews.
Koyu Took the Lead in Recruiting Candidates
She highlighted the significant challenges in finding non-custodial parents. She strongly voiced the difficulties, noting how society often lacks inclusivity and understanding toward parents who have lost custody. Despite extensive outreach through various parenting communities on social media, only a few were willing to speak, as many felt shame and anxiety about sharing their experiences. Divorce and losing custody are deeply emotional experiences, and Koyu approached the process with sensitivity, empathy, and persistence.
Improving the Child Support System for Non-Custodial Parents
Her research revealed that non-custodial parents (NCPs) face significant barriers in accessing child support services, leading to frustration, disengagement, and lack of trust in the system.
5+
Interviews with parents who have experience with the child support system.
10+
Surveys from non-custodial parents.
3+
Child support system websites and parenting apps operated by state governments.
Personas & Journey Maps
A Child’s Needs Come First
Koyu uncovered a harsh reality: Most people assume that losing custody means being less involved or less important in a child's life—some even perceive non-custodial parents as if they’ve done something wrong. However, research consistently shows that children benefit most when both parents remain engaged, providing emotional support, stability, and shared responsibility. True co-parenting is not about winning or losing custody, it’s about collaboration, mutual respect, and prioritizing the child’s well-being.
Koyu realized co-parenting is an essential yet often overlooked aspect of child support discussions, where societal narratives tend to favor custodial parents while unintentionally sidelining non-custodial parents.
Child as Priority
Co-parenting
Top Priorities:
A tool for parents to be in touch with each other
Scheduling visitation
Access to the child's records
Non-custodial parents
Personalized Information
Top Priorities:
Provides information and resources relevant to a specific case
Accurate information about rights and responsibilities
Personalized employment program
Mapping Opportunities for Impact
Koyu and her team mapped out the whole journey of child support services involvement and discovered the areas of opportunities. NCP needs a personalized and flexible support system that provides relevant resources, guidance, and communication tools based on their circumstances.
Wireframing & Prototyping
Usability Test
Koyu conducted a usability test with 7 non-custodial parents to challenge the team's website design hypothesis. Recognizing the sensitivity of the topic, she took the initiative to learn formal and structured usability testing methods outside of work hours, ensuring a thoughtful and respectful approach to engaging with the target users. Instead of testing functionality, she aimed to understand how users navigated the platform, concentrate on how intuitive the flow felt, whether the language resonated, and whether the illustrations effectively supported comprehension.
Empowering Scalability - White Labeling
Koyu and her team recognized the need for a flexible white-labeling system that would enable seamless adaptation across different states.
Responsive Website Experience
Empathy heavily matters when working on sensitive topics
Koyu learned that child support is a complex issue that people who don't understand their situation often criticize, while those in the situation often face judgment. She felt a deeper conviction as a UX/UI designer that having an empathy mindset not only helps people in child support feel understood and supported but also drives meaningful design solutions that foster inclusivity and reduce stigma.
Situation varied, solutions never one size fits all
She tried to use one script for every user interview; however child support could include various complex relationships and reasons, so it turned out she slightly revised the questions and the way of asking questions because no one way perfectly solves everyone's situation, even our solution.