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Elderly citizens struggle to access or resolve pension issues due to unclear processes, poor guidance, and system complexity.
Elderly citizens struggle to access or resolve pension issues due to unclear processes, lack of guidance, and complex administrative systems.
This leads to repeated visits, confusion, and dependency on others.
Design a guided, easy-to-understand system that helps users identify, understand, and resolve pension-related issues independently.
Problem
Confusing pension processes for elderly users
Goal
Provide guided, step-by-step resolution
Users
Elderly citizens + caregivers
My Role
Product Designer
Focus Area
Crisis flow & user journey
Outcome
Clear, guided experience with reduced confusion
Simplifying pension access for elderly citizens through a guided, human-centered ecosystem. Watch exactly how it works.
A connected ecosystem guiding users through their physical and digital journey. Replacing dependency with clarity.
Touch interaction with large visual cues and voice guidance to overcome literacy barriers.
System scans their documents, automatically checks status, and clearly diagnoses exactly what went wrong.
User receives a physical, simple checklist detailing the exact remedy and required forms.
A comprehensive breakdown of the challenge, responsibilities, process, and overall impact.
During our field research in government hospitals and administrative offices, we observed that elderly citizens were struggling to access their pension benefits.
Despite being eligible, they faced repeated visits, unclear processes, and a lack of guidance, which created confusion and emotional distress.
Confusion Reduction
From 6 in 10 leaving unsure of the next step to about 2 in 10.
Task Speed
A ~45-minute counter journey compressed to roughly 15 minutes at the kiosk.
Task Success Rate
Share of testers who reached a correct printed remedy unaided.
Support Dependency
Fewer questions escalated to administrative staff per claimant.
Projected impact — Baseline is the observed counter-based journey from field research: elderly claimants needed 2–3 repeat visits and roughly 45 minutes across queue and counter to learn why a pension had stopped, and 6 of 10 left without knowing their next step. Figures below are projected from moderated usability testing of the kiosk prototype against that baseline.
The final solution transformed a complex and stressful process into a clear, guided, and user-friendly experience, specifically tailored for elderly users.
A multidimensional analysis of the forces shaping our human-centered pension delivery system.
Our field research highlighted that elderly users faced immense emotional stress from confusion and repeated visits. This required a paradigm shift away from simply providing tools, to actively guiding users.
Understanding the demographic meant recognizing their low digital literacy and psychological barriers. We prioritized offline print capabilities, voice guidance, and multi-language support to bridge the access gap.
Working within rigid government protocols required us to maintain absolute clarity and privacy. This fundamentally shaped our visual design, prioritizing high contrast, large typography, and zero manipulative patterns.
By mapping the entire journey and tracking waiting periods, we isolated exactly where users abandoned the process. This mathematical breakdown helped us target the most critical failure points first.
We transformed a complex digital flow into a tangible physical interaction. Users simply input their issue while the kiosk diagnoses it and physically prints an actionable remediation checklist.
Traditional gamification would have added anxiety, so motivation was designed around certainty instead: constant progress feedback, confirmation at every step, and a printed outcome the user can carry away as proof the visit was worth it.
Instead of treating pension access as an isolated task, we mapped it as a living interdependent ecosystem. The resulting connected flow empowers the user while simultaneously removing strain from the administrative side.
Elderly users approach state systems with high anxiety. We fundamentally reduced cognitive load by blending voice guidance and drastically simplifying text, ensuring they felt supported at every single interaction point.
The aesthetics needed to tell a story of comfort rather than sterile system interaction. Every element—from layout breathing room to our calming color palette—evokes a profound sense of deep, reliable support.
A cohesive suite of accessible interfaces and guided flows designed to turn a complicated administrative ordeal into a simple, step-by-step resolution process.
Problem
Disjointed Verification
Solution
Unified diagnosis flow
Users instantly know their exact status without running between counters.
Problem
Complex Paperwork
Solution
Guided step-by-step inputs
Significantly lowers error rates and cognitive overload for the elderly.
Problem
Unclear Next Steps
Solution
Actionable printed checklists
Creates a tangible, easy-to-follow physical guide to resolve issues.
Rooting design decisions in observational psychology and quantitative metrics to ensure our solution truly serves its most vulnerable users.
Contextual inquiry and usability testing. We observed users in their natural environment to capture organic frustrations, followed by prototype A/B testing.
15+ elderly citizens (varying tech literacy) and 5 administrative staff. This gave us perspectives from both sides of the service spectrum.
Physical tangibility was required. A purely digital app caused distrust. Converting outputs to printed checklists drastically improved success rates.
By observing elderly users, I noticed cognitive overload peaked when they were presented with open-ended forms. They sought step-by-step guidance and familiar metaphors. Their underlying anxiety regarding financial security meant the UI needed to be extremely reassuring, deterministic, and devoid of bureaucratic jargon.
We tracked task completion rates and drop-offs during prototype testing. Quantitative data showed a severe bottleneck at the initial document input stage.
Metric Validated
Observed at the manual data entry step. Validating this allowed us to pivot to automated document scanning, which subsequently raised completion rates to 95%.
Accessibility is foundational, not an afterthought—designings for edge cases often improves the experience for everyone.
Physical touchpoints matter. Bridging the gap between the digital and physical world (like printed checklists) is crucial for trust among certain demographics.
Emotional design is as critical as functional design when solving stressful, high-stakes problems.
From confusion to clarity. The guidance system effectively eliminated the dependency on officials and reduced emotional stress for elderly users.
Time To Resolve
Reduction in average time required to identify and resolve pension issues.
Task Success
Increase in successful, independent issue resolution without external help.
Staff Dependency
Fewer users required assistance from government or bank staff.
Elderly users transitioned from feeling anxious and confused to confidently understanding and resolving their pension issues independently.
Elderly citizens faced a disjointed bureaucracy. They had to visit multiple counters, deal with complex forms, and often left feeling helpless without understanding exactly why their pension was stopped.
The centralized kiosk system provides clear, step-by-step diagnosis. Users receive a deterministic, actionable printed checklist detailing exactly what to do next to resolve their issue.
How the guided kiosk experience was researched, shaped, structured and tested.
Phase 01
Outcome: Most failures were caused by nobody explaining why a pension stopped — not by missing documents.
Phase 02
Outcome: A kiosk-first concept that works without a smartphone or an account.
Phase 03
Outcome: A flow that never leaves a user without a clear next action.
Phase 04
Outcome: The printout became the most valued part of the experience.
Key screens from the guided kiosk experience, designed for large touch targets, plain language and zero digital literacy assumptions.
An accessibility-first kit: high contrast, oversized targets and a strictly limited component set so every kiosk screen behaves identically.
Primary #2F6FED
Primary actions, active steps
Surface #FFFFFF
Screen background, cards
Ink #0F172A
Body and heading text
Success #10B981
Resolved steps, confirmations
Alert #EF4444
Blocked status, missing documents
Check pension status
What went wrong
Choose an option to continue
What designing a public-service touchpoint for low digital literacy taught me, and what the concept needs next.
What I would do next