Visualizing a Complex Long-Term Care System in the USA
User Flows | Wireframing & Prototyping | Design System
Project Role
UX/Graphic Lead
UX/Graphic Lead
Tool
Figma, FigJam, Miro
Figma, FigJam, Miro
Timeline
Q1 2023
Q1 2023
Industry
Long-Term Care and Support Services
Long-Term Care and Support Services
For many older adults, individuals, and people with disabilities, long-term care is a maze filled with questions, decisions, and moments of stress. Behind every step is someone trying to find support for themselves or someone they love. We designed thoughtful journey maps for Deloitte’s internal LTSS professionals to make this landscape easier to navigate and understand.
Koyu visualized the long-term care enrolment journey that clarified the service pathways for elderly individuals, adults with disabilities, and long-term care recipients at Deloitte. Her goal was to help internal LTSS professionals understand complex support workflows more quickly so they could make decisions with fewer delays.
Responsibilities
Conducted quantitative/qualitative data analysis on LTSS enrollment challenges in Wisconsin, Georgia, and Texas, and developed task flows, high-fidelity wireframes, and prototypes, achieving 95% alignment with design philosophies
Collaborated with UX and graphic teams to ensure seamless integration of interface design with project guidelines
Developed a UI design system
Team size
4 UX Researcher + 3 UX Designer + 5 Graphic Designers + 6 Strategy Designers + 1 Project Manager + 1 Director
The long-term service and support information lived across scattered documents, dense reports, and inconsistent diagrams. Deloitte’s internal LTSS professionals had to piece together the journey on their own, often spending extra time clarifying who did what, when, and why. The complexity made it difficult to see the full picture, and important nuances between older adults, individuals with disabilities, and caregivers were easy to miss.
62%
of older adults said “navigating the health care system is difficult and stressful.
14 million
U.S. adults were estimated to need LTSS (in the community or institutional settings) in 2018.
15%
of individuals aged 55 in the U.S were found to already have LTSS needs (due to functional or cognitive limitations).
Long-Term Care Isn’t Easy to Understand
Long-term care is difficult to navigate, especially for older adults and individuals with disabilities who face confusing processes and limited guidance. Deloitte’s internal LTSS teams want to help, but the information they rely on is spread across multiple documents and hard to interpret. They need a clear, unified way to see how each user group experiences LTSS so they can support clients more effectively, consistently, and compassionately.
Creating a Clear Path to Child Support Services
Our solution focused on giving Deloitte’s LTSS professionals a clearer and more supportive way to work. We built a one-stop-shop website that brings all LTSS information into a single, easy-to-navigate space. The platform includes an overview of LTSS, Deloitte’s services, previous proposals, a categorized resource database, and a state-by-state user flow.
About Long-term Service and Support
Overview of what LTSS is and Deloitte’s purpose in helping states revamp their LTSS programs, as well as a section to test employees’ knowledge of LTSS.
Centralized LTSS Database
A dedicated site that organizes and catalogs Deloitte’s LTSS resources in one place, making it easier for teams to quickly find, filter, and reference the information they need.
State-by-State User Flows
Our interactive flowcharts break down each state’s LTSS journey, helping teams spot opportunities for improvement and understand how stakeholders move through the process.
Proposal Library
A curated library of past Deloitte LTSS proposals, giving teams easy access to examples, reference materials, and learnings that help them create stronger and more effective proposals.
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.
Why Long-term Care Is Hard to Navigate
Our research revealed the complexity and unevenness of the LTSS system across different states. Each state has its own eligibility rules, provider networks, and assessment processes, and the differences can be dramatic, from who qualifies for support to whether family caregivers can even be paid. Looking at this information all at once made the problem feel very human. It’s real people in different states facing completely different experiences, and Deloitte’s internal teams were left piecing all of this together without a unified view.
We chose to dive into Wisconsin because it offered a clear, structured MLTSS model (Managed Long-Term Services and Supports, which are programs that deliver long-term care through managed care models like Medicaid) that helped us compare how LTSS works in a well-established system versus a state like Georgia (where we located) with more gaps and limitations.
An example that shows the full picture of how different LTSS waiver programs work in Wisconsin. The sheet includes who runs each program, when the regulations were last updated, how people begin the application process, and who completes the intake assessment. It also highlights how each pathway differs, what steps are required, and where support comes from.
Objective Shifted Toward Deloitte's Internal Needs
We started the project focused on improving the enrollment experience for older adults and people with disabilities. After our midpoint check-in, we realized the biggest challenge was not only the public-facing process. Deloitte’s internal LTSS professionals were spending too much time searching for scattered information and trying to understand different state systems on their own. Because of that, we shifted our objective to support the internal team and readjust the project scope and potential outcome.
A Unified Internal Website for Internal Professionals' Use Becomes Our Priority
Once our project objective shifted, we knew we needed a solution that brought everything together in a simple and intuitive way. We decided to create a one-stop-shop website that gives Deloitte’s LTSS employees a clear overview of the program, easy access to past proposals, a categorized resource database, and a state-by-state user flow.
Helping teams understand every state’s LTSS landscape
Clarity for LTSS Professionals
Top Priorities:
A clear overview of LTSS programs
Easy access to state-specific enrollment flows
Quick reference to key eligibility and service details
Centralizing LTSS knowledge into a simple workspace
One Place for Everything
Top Priorities:
A searchable database of past proposals and resources
Organized pathways and waiver information
Faster onboarding and more efficient daily work
Working Within Tight Timelines
Because the project objective shifted halfway through, our team had limited time to explore a wide range of solutions. We focused on keeping the user flow simple and straightforward so Deloitte’s LTSS professionals could navigate the content without friction.
Once the rough site map is completed, Koyu moved directly into mid to high-fidelity prototyping to bring the structure to life quickly. Throughout this process, she consistently shared updates with Deloitte’s LTSS team manager to make sure our direction matched their needs and expectations.
Wireframing & Prototyping
Staying adaptable when things change
The shift in our objective happened right in the middle of the timeline, and it is important not to panic or hold onto the original plan too tightly. Being flexible helped me refocus quickly, understand the new needs, and guide the design in a direction that truly supported Deloitte’s internal team.
Handling a Massive Research Load
The research procession be really demanding, especially when the topic is complex and the information is massive. LTSS research was dry at times and required a lot of patience, but going through that volume of data helped me strengthen my ability to organize information, spot patterns, and pull out insights that actually matter.
Koyu visualized the long-term care enrolment journey that clarified the service pathways for elderly individuals, adults with disabilities, and long-term care recipients at Deloitte. Her goal was to help internal LTSS professionals understand complex support workflows more quickly so they could make decisions with fewer delays.
Responsibilities
Conducted quantitative/qualitative data analysis on LTSS enrollment challenges in Wisconsin, Georgia, and Texas, and developed task flows, high-fidelity wireframes, and prototypes, achieving 95% alignment with design philosophies
Collaborated with UX and graphic teams to ensure seamless integration of interface design with project guidelines
Developed a UI design system
Team size
4 UX Researcher + 3 UX Designer + 5 Graphic Designers + 6 Strategy Designers + 1 Project Manager + 1 Director
The long-term service and support information lived across scattered documents, dense reports, and inconsistent diagrams. Deloitte’s internal LTSS professionals had to piece together the journey on their own, often spending extra time clarifying who did what, when, and why. The complexity made it difficult to see the full picture, and important nuances between older adults, individuals with disabilities, and caregivers were easy to miss.
62%
of older adults said “navigating the health care system is difficult and stressful.
14 million
U.S. adults were estimated to need LTSS (in the community or institutional settings) in 2018.
15%
of individuals aged 55 in the U.S were found to already have LTSS needs (due to functional or cognitive limitations).
Long-Term Care Isn’t Easy to Understand
Long-term care is difficult to navigate, especially for older adults and individuals with disabilities who face confusing processes and limited guidance. Deloitte’s internal LTSS teams want to help, but the information they rely on is spread across multiple documents and hard to interpret. They need a clear, unified way to see how each user group experiences LTSS so they can support clients more effectively, consistently, and compassionately.
Creating a Clear Path to Child Support Services
Our solution focused on giving Deloitte’s LTSS professionals a clearer and more supportive way to work. We built a one-stop-shop website that brings all LTSS information into a single, easy-to-navigate space. The platform includes an overview of LTSS, Deloitte’s services, previous proposals, a categorized resource database, and a state-by-state user flow.
About Long-term Service and Support
Overview of what LTSS is and Deloitte’s purpose in helping states revamp their LTSS programs, as well as a section to test employees’ knowledge of LTSS.
Centralized LTSS Database
A dedicated site that organizes and catalogs Deloitte’s LTSS resources in one place, making it easier for teams to quickly find, filter, and reference the information they need.
State-by-State User Flows
Our interactive flowcharts break down each state’s LTSS journey, helping teams spot opportunities for improvement and understand how stakeholders move through the process.
Proposal Library
A curated library of past Deloitte LTSS proposals, giving teams easy access to examples, reference materials, and learnings that help them create stronger and more effective proposals.
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.
Why Long-term Care Is Hard to Navigate
Our research revealed the complexity and unevenness of the LTSS system across different states. Each state has its own eligibility rules, provider networks, and assessment processes, and the differences can be dramatic, from who qualifies for support to whether family caregivers can even be paid. Looking at this information all at once made the problem feel very human. It’s real people in different states facing completely different experiences, and Deloitte’s internal teams were left piecing all of this together without a unified view.
We chose to dive into Wisconsin because it offered a clear, structured MLTSS model (Managed Long-Term Services and Supports, which are programs that deliver long-term care through managed care models like Medicaid) that helped us compare how LTSS works in a well-established system versus a state like Georgia (where we located) with more gaps and limitations.
An example that shows the full picture of how different LTSS waiver programs work in Wisconsin. The sheet includes who runs each program, when the regulations were last updated, how people begin the application process, and who completes the intake assessment. It also highlights how each pathway differs, what steps are required, and where support comes from.
Objective Shifted Toward Deloitte's Internal Needs
We started the project focused on improving the enrollment experience for older adults and people with disabilities. After our midpoint check-in, we realized the biggest challenge was not only the public-facing process. Deloitte’s internal LTSS professionals were spending too much time searching for scattered information and trying to understand different state systems on their own. Because of that, we shifted our objective to support the internal team and readjust the project scope and potential outcome.
A Unified Internal Website for Internal Professionals' Use Becomes Our Priority
Once our project objective shifted, we knew we needed a solution that brought everything together in a simple and intuitive way. We decided to create a one-stop-shop website that gives Deloitte’s LTSS employees a clear overview of the program, easy access to past proposals, a categorized resource database, and a state-by-state user flow.
Helping teams understand every state’s LTSS landscape
Clarity for LTSS Professionals
Top Priorities:
A clear overview of LTSS programs
Easy access to state-specific enrollment flows
Quick reference to key eligibility and service details
Centralizing LTSS knowledge into a simple workspace
One Place for Everything
Top Priorities:
A searchable database of past proposals and resources
Organized pathways and waiver information
Faster onboarding and more efficient daily work
Working Within Tight Timelines
Because the project objective shifted halfway through, our team had limited time to explore a wide range of solutions. We focused on keeping the user flow simple and straightforward so Deloitte’s LTSS professionals could navigate the content without friction.
Once the rough site map is completed, Koyu moved directly into mid to high-fidelity prototyping to bring the structure to life quickly. Throughout this process, she consistently shared updates with Deloitte’s LTSS team manager to make sure our direction matched their needs and expectations.
Wireframing & Prototyping
Staying adaptable when things change
The shift in our objective happened right in the middle of the timeline, and it is important not to panic or hold onto the original plan too tightly. Being flexible helped me refocus quickly, understand the new needs, and guide the design in a direction that truly supported Deloitte’s internal team.
Handling a Massive Research Load
The research procession be really demanding, especially when the topic is complex and the information is massive. LTSS research was dry at times and required a lot of patience, but going through that volume of data helped me strengthen my ability to organize information, spot patterns, and pull out insights that actually matter.
Koyu visualized the long-term care enrolment journey that clarified the service pathways for elderly individuals, adults with disabilities, and long-term care recipients at Deloitte. Her goal was to help internal LTSS professionals understand complex support workflows more quickly so they could make decisions with fewer delays.
Responsibilities
Conducted quantitative/qualitative data analysis on LTSS enrollment challenges in Wisconsin, Georgia, and Texas, and developed task flows, high-fidelity wireframes, and prototypes, achieving 95% alignment with design philosophies
Collaborated with UX and graphic teams to ensure seamless integration of interface design with project guidelines
Developed a UI design system
Team size
4 UX Researcher + 3 UX Designer + 5 Graphic Designers + 6 Strategy Designers + 1 Project Manager + 1 Director
The long-term service and support information lived across scattered documents, dense reports, and inconsistent diagrams. Deloitte’s internal LTSS professionals had to piece together the journey on their own, often spending extra time clarifying who did what, when, and why. The complexity made it difficult to see the full picture, and important nuances between older adults, individuals with disabilities, and caregivers were easy to miss.
62%
of older adults said “navigating the health care system is difficult and stressful.
14 million
U.S. adults were estimated to need LTSS (in the community or institutional settings) in 2018.
15%
of individuals aged 55 in the U.S were found to already have LTSS needs (due to functional or cognitive limitations).
Long-Term Care Isn’t Easy to Understand
Long-term care is difficult to navigate, especially for older adults and individuals with disabilities who face confusing processes and limited guidance. Deloitte’s internal LTSS teams want to help, but the information they rely on is spread across multiple documents and hard to interpret. They need a clear, unified way to see how each user group experiences LTSS so they can support clients more effectively, consistently, and compassionately.
Creating a Clear Path to Child Support Services
Our solution focused on giving Deloitte’s LTSS professionals a clearer and more supportive way to work. We built a one-stop-shop website that brings all LTSS information into a single, easy-to-navigate space. The platform includes an overview of LTSS, Deloitte’s services, previous proposals, a categorized resource database, and a state-by-state user flow.
About Long-term Service and Support
Overview of what LTSS is and Deloitte’s purpose in helping states revamp their LTSS programs, as well as a section to test employees’ knowledge of LTSS.
Centralized LTSS Database
A dedicated site that organizes and catalogs Deloitte’s LTSS resources in one place, making it easier for teams to quickly find, filter, and reference the information they need.
State-by-State User Flows
Our interactive flowcharts break down each state’s LTSS journey, helping teams spot opportunities for improvement and understand how stakeholders move through the process.
Proposal Library
A curated library of past Deloitte LTSS proposals, giving teams easy access to examples, reference materials, and learnings that help them create stronger and more effective proposals.
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.
Why Long-term Care Is Hard to Navigate
Our research revealed the complexity and unevenness of the LTSS system across different states. Each state has its own eligibility rules, provider networks, and assessment processes, and the differences can be dramatic, from who qualifies for support to whether family caregivers can even be paid. Looking at this information all at once made the problem feel very human. It’s real people in different states facing completely different experiences, and Deloitte’s internal teams were left piecing all of this together without a unified view.
We chose to dive into Wisconsin because it offered a clear, structured MLTSS model (Managed Long-Term Services and Supports, which are programs that deliver long-term care through managed care models like Medicaid) that helped us compare how LTSS works in a well-established system versus a state like Georgia (where we located) with more gaps and limitations.
An example that shows the full picture of how different LTSS waiver programs work in Wisconsin. The sheet includes who runs each program, when the regulations were last updated, how people begin the application process, and who completes the intake assessment. It also highlights how each pathway differs, what steps are required, and where support comes from.
Objective Shifted Toward Deloitte's Internal Needs
We started the project focused on improving the enrollment experience for older adults and people with disabilities. After our midpoint check-in, we realized the biggest challenge was not only the public-facing process. Deloitte’s internal LTSS professionals were spending too much time searching for scattered information and trying to understand different state systems on their own. Because of that, we shifted our objective to support the internal team and readjust the project scope and potential outcome.
A Unified Internal Website for Internal Professionals' Use Becomes Our Priority
Once our project objective shifted, we knew we needed a solution that brought everything together in a simple and intuitive way. We decided to create a one-stop-shop website that gives Deloitte’s LTSS employees a clear overview of the program, easy access to past proposals, a categorized resource database, and a state-by-state user flow.
Helping teams understand every state’s LTSS landscape
Clarity for LTSS Professionals
Top Priorities:
A clear overview of LTSS programs
Easy access to state-specific enrollment flows
Quick reference to key eligibility and service details
Centralizing LTSS knowledge into a simple workspace
One Place for Everything
Top Priorities:
A searchable database of past proposals and resources
Organized pathways and waiver information
Faster onboarding and more efficient daily work
Working Within Tight Timelines
Because the project objective shifted halfway through, our team had limited time to explore a wide range of solutions. We focused on keeping the user flow simple and straightforward so Deloitte’s LTSS professionals could navigate the content without friction.
Once the rough site map is completed, Koyu moved directly into mid to high-fidelity prototyping to bring the structure to life quickly. Throughout this process, she consistently shared updates with Deloitte’s LTSS team manager to make sure our direction matched their needs and expectations.
Wireframing & Prototyping
Staying adaptable when things change
The shift in our objective happened right in the middle of the timeline, and it is important not to panic or hold onto the original plan too tightly. Being flexible helped me refocus quickly, understand the new needs, and guide the design in a direction that truly supported Deloitte’s internal team.
Handling a Massive Research Load
The research procession be really demanding, especially when the topic is complex and the information is massive. LTSS research was dry at times and required a lot of patience, but going through that volume of data helped me strengthen my ability to organize information, spot patterns, and pull out insights that actually matter.