The Social Security Administration (SSA) engages with millions of Americans through their services. SSA wanted to reduce the burden on its field offices and call centers by encouraging people to conduct transactions online for three key services: 1) SSA card replacement, 2) Beneficiary letters 3) Claims status updates. On this two-phase project, I conducted research and analysis that yielded key customer insights, helped translate customer challenges into design opportunities, and led content design for a minimum-viable product (MVP).