Streamlining social security exchanges at the CdC through a clearer platform
Our Approach
Clarifying user profiles to guide decisions
The EESSI platform is used by several professional profiles: GED case managers, OASI client managers, disability insurance case managers, international case managers and debt collection services. To guide the design and avoid an “average” compromise, the profiles were clarified, with a primary persona representing the largest group of impacted employees. This foundation made it possible to prioritise day-to-day needs around orientation, identification and processing.
Taking a multi-tool work context into account
The personas highlighted a demanding work environment: activities spread across several applications, centred around a core case management tool, with some exchanges still partly handled on paper. The challenge was to design a platform that fits into this daily workflow without adding complexity, while limiting duplicate data entry and hesitation caused by transitions between tools.
When work relies on several systems, the platform must genuinely reduce cognitive load, not simply shift it elsewhere.
Supporting orientation within the process
One need emerged very strongly: quickly identifying the applicable European process and understanding where the user stands in the progression, step by step. This requirement shaped the information hierarchy, statuses, readability of the steps and the way decisions to be made are displayed. The goal: make the journey understandable from the first pass and reduce orientation errors.
Building a best-practice foundation adapted to a business platform
Telono structured a set of EESSI best practices for portal and application interfaces. It covers key topics to reduce friction: accessibility of web content, error management, perceived performance and response times, and the visual quality of documents. This foundation served as a shared framework for producing coherent, spec-ready screens.
Using wireflows and page templates to secure the logic
Before investing in UI design, the work focused on screen flows, information architecture and layout principles. This step reduces the risk of interpretation during specification and development, while securing the journey logic across representative use cases.
Expert reviews and testing to strengthen quality
Telono conducted a heuristic review of the screens produced by the CdC and supported the application of recommendations. User tests were carried out with a panel of 8 people, using a complete setup - test plan, moderation, report and validation workshop - to optimise and validate the screens through representative scenarios.
The quality of a business platform is shaped before development: shared rules, secure journeys and validation through real-life scenarios.
Key Benefits
Design guided by business roles and their constraints
Consolidated personas and consideration of the multi-tool context helped guide interface decisions towards what genuinely reduces hesitation and errors.
A shared framework for producing coherent screens
The EESSI best-practice framework - covering accessibility, errors, perceived performance and documents - helped standardise quality and make specification easier.
More secure journeys with optimised quality
Wireflows and page templates helped stabilise the logic, while heuristic reviews and user testing strengthened the screens before deployment.
