Merge pull request #897 from usds/add-ssa

Add ssa

_projects/0006_ssa.md

@@ -53,29 +53,28 @@ Initial user research showed that the public had difficulty using the website to
 Iterative research with the public, design, and modern development practices, combined with daily collaboration with subject matter experts, resulted in a foundation that demonstrates SSA's commitment to serving the American people. Our partnership with SSA created momentum through the following building blocks:
 
 **A task-focused information architecture**
-Effective navigation is crucial in improving website usability and helps customers quickly find what they are looking for. Before the redesign of ssa.gov, site visitors relied on a single, static page with 72 different links to navigate the content. As a result, customers got frustrated and lost trying to find information and complete tasks.
 
-Design: A screenshot of the new site vs the old site to demonstrate the drastic difference in the navigation architecture.
+Effective navigation is crucial in improving website usability and helps customers quickly find what they are looking for. Before the redesign of ssa.gov, site visitors relied on a single, static page with 72 different links to navigate the content. As a result, customers got frustrated and lost trying to find information and complete tasks.
 ![](../images/project-ssa-homepage.jpg)
 
 The new version of the website is far simpler to navigate. It follows standard information architecture practices and uses a primary navigation system that aligns with the tasks customers need to complete, like applying for benefits and replacing a Social Security card.
 
 The content in the primary navigation, header, and footer use plain language and hierarchy—the strategic arrangement of information that helps visitors find what they're looking for and accomplish tasks—to provide clear guidance and prioritize the public's needs.
 
-Design: A screenshot in a mobile phone of one of 'Benefits menu' expanded.
 ![](../images/project-ssa-menu.jpg)
 
 **A simple way to understand eligibility**
+
 To determine benefit eligibility before the redesign, customers had to read many pages of policy-focused information across several sections of the website and then figure out if it applied to their personal situation.  
 
-To meet people where they are, SSA launched a simple, conversational flow, that asks a few questions to help customers determine if they may be eligible for benefits. If they are, the experience offers guidance on how to prepare for the application process, which is often daunting and unclear.
+To meet people where they are, SSA launched a [simple, conversational flow](https://www.ssa.gov/prepare/check-eligibility-for-benefits), that asks a few questions to help customers determine if they may be eligible for benefits. If they are, the experience offers guidance on how to prepare for the application process, which is often daunting and unclear.
 
 This new experience uses conditional content and a dynamic interface to help the public understand complex eligibility criteria without asking them to read pages of complex, policy-focused information.  
 
-Design: A screenshot in a mobile phone of the 'Questions' or 'Results' page on SSA.gov.
 ![](../images/project-ssa-ask.jpg)
 
 **Clear, organized content**
+
 Before, much of the content on the website was not written for the public, lacked clear instructions on how and where to complete tasks, and was missing the human tone that’s needed during difficult life changes. 
 
 Tireless efforts to explain complex policies and processes led to a new approach prioritizing simple, conversational communications that meet people where they are. SSA prioritized simplifying the language for the following frequently visited pages:
@@ -85,15 +84,16 @@ Tireless efforts to explain complex policies and processes led to a new approach
 
 Plain language and clear hierarchy throughout the site increase people's confidence while navigating tasks and making crucial decisions.
 
-Design: A screenshot of mobile image ssa.gov/prepare/plan-retirement.
 ![](../images/project-ssa-prepare.jpg)
 
 **A consistent design system**
+
 Before, the site didn’t use a design system and wasn’t optimized for mobile use. As a result, the design and development process was difficult and time-consuming, requiring manual updates on every page. Additionally, customers who accessed the site on their phones faced challenges.
 
 Implementation of the [U.S. Web Design System](https://designsystem.digital.gov/) the design standards for federal government websites, establishes consistency, helps customers find what they need, increases efficiency for maintenance, and modernizes the experience. 
 
 **Modern development infrastructure**
+
 Prior to the infrastructure improvement, updates to the site required development support. SSA collaborated with a third-party development contractor to establish and customize SSA's first content management system, which makes the site easier to maintain, enables quick deployment of content and features, and facilitates iterative development.
 
 Additionally, SSA integrated a Content Delivery Network (CDN) to enhance site performance and reliability. The CDN also merged the legacy and new sites, ensuring a consistent experience. This approach allowed for the launch of new content sections on the redesigned site, without the need for a complete overhaul of all the webpages on the legacy site. As a result, the team can make iterative improvements, to the public's benefit, as they transition the entire site.
@@ -126,4 +126,4 @@ All this hard work and dedication to change has already been recognized. SSA was
 
 ## Press
 
-- [Social Security commits to a new website design it hope will improve customer experience | Federal News Network](https://www.usds.gov/](https://federalnewsnetwork.com/technology-main/2023/01/social-security-commits-to-a-new-website-design-it-hope-will-improve-customer-experience/)https://federalnewsnetwork.com/technology-main/2023/01/social-security-commits-to-a-new-website-design-it-hope-will-improve-customer-experience/)
+- [Federal News Network: Social Security commits to a new website design it hope will improve customer experience](https://www.usds.gov/](https://federalnewsnetwork.com/technology-main/2023/01/social-security-commits-to-a-new-website-design-it-hope-will-improve-customer-experience/)https://federalnewsnetwork.com/technology-main/2023/01/social-security-commits-to-a-new-website-design-it-hope-will-improve-customer-experience/)