Reimagine Child Support Service for Non-custodial Parents in the United States
UX/UI Design | Wireframing & Prototyping | White Labelling
Project Role
UX/UI Designer
Tool
Figma, FigJam, Miro, Illustration, Photoshop
Timeline
Q4 2022
Team Size
8 UX/UI Designers + 6 Graphic Designers + 4 Advertising Designers + 1 Project Manager + 1 Director + 1 Mentor
Overview
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.
The Problem
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.
Solution & Impact
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.
Lessons Learn
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.
