Designing an In-Flow Warning to Guide Users Early
Role: UX, UI Designer
Industry: Government
Deliverables: Wireframes
Overview
Our team was asked to address a recurring user issue: applicants were mistakenly completing the wrong benefits form on behalf of their dependents—resulting in denials, wasted effort, and a delayed benefits decision.
Our team was tasked with creating an effective intervention at step 1 of the application flow within the constraints of a limited ability to change system behavior or eligibility logic directly. We developed a warning modal that would gently intercept users at the earliest point of entry—guiding them toward the correct application and helping reduce form submission errors. I led the UX design and collaboration with stakeholders to balance policy, system constraints, and user needs.
The Problem
Design Process
Designing the Modal
Since this alert would stop users from proceeding in the flow, it was very important to make sure the user had enough (but not an overwhelming amount) information to contextualize the alert and clearly label an alternate path for them. To do so, I prioritized
Message clarity: Using plain language clearly to explain why this user was in the wrong form, potential outcomes if they proceeded with the flow, and an alternate path
Effective and Intentional CTAs: Outlining next steps to include descriptive and action verb links to alternative benefit applications. For CTAs, ensuring an option to ‘Continue’ if the user was intentionally in this form and removing the exit icon to ensure users are acknowledging the information presented to them
Designing within a federal platform meant that there were a few extra considerations I needed to take into account. That included:
Tone: Informative and supportive—not punitive or overly technical
USWDS informed: I referenced the USW Design System making sure I adhered to modal usage patterns and guidelines in terms of styling and content
Client Review & Handoff
Once designs were reviewed internally with the team, we presented the design to the client discussing the design logic, language, and flow behavior. The client provided their approval and designs were marked ready for development.
We discovered that many users—especially those applying on behalf of dependents—were filling out the wrong application. Because eligibility logic wasn't immediately visible, they were completing entire forms - only to be denied. This not only delayed their benefits decision, but caused significant frustration for the user and frequent misreporting in the system.
Our challenge was to design a lightweight, effective intervention to flag the issue early, without blocking progress or adding friction.
Flow Mapping & Use Case Breakdown
We mapped the current application path and identified where confusion occurred. We then framed common missteps and defined the core use case for the modal: users applying on behalf of dependents in a benefit track that doesn’t support that path.
Reflection
This project really helped me understand the impact that small and well-timed UX interventions can have — especially in systems where backend logic can’t yet support personalization.
Although this was a work stream I was less familiar with, it gave me the opportunity and the unique viewpoint to explore the user group and the overall goals of this external facing platform with a new perspective. This process challenged me to be more specific with my copy and word choice while maintaining a simple and concise, but effective approach.
Through this project, I really learned how to balance business constraints, technical limitations, and user needs when designing and delivering a new solution. I also strengthened my skills in crafting accessible, policy-aligned messaging for multiple user groups within multiple flows.