Context and the challenge
Enabling agency autonomy for federal retirement services
Background
The Thrift Savings Plan (TSP) is the primary retirement savings and investment plan for millions of federal employees and uniformed service members.
Challenge
The agency faced challenges maintaining an accessible, user-centric website while relying heavily on rigid update workflows. Complex financial and retirement content was difficult for participants to navigate, and the internal team lacked structured frameworks for listening to user feedback, executing iterative updates, and measuring outcomes.
Stakeholder alignment
As an 18F Innovation Specialist, my approach went beyond delivering static UI updates. I structured a strategy centered on coaching and capability building—modernizing the site using federal web standards while equipping the agency’s internal team to take long-term ownership over their digital product.
Research and discovery
Understanding participant needs and internal skill gaps
User and content audit
Evaluated existing site navigation, layout patterns, and content structures to identify key barriers for civil servants planning their retirement.
Agency process mapping
Assessed how internal agency teams gathered requirements, tested updates, and published content.
Key findings
- Lack of continuous feedback: The team did not have an active user research or feedback pipeline to inform site enhancements.
- Accessibility and design inconsistencies: Web components lacked consistent implementation of modern accessibility standards.
- Dependency on external support: The agency needed clear step-by-step guidance to execute agile, user-focused design iterations independently.
Design and execution
Modernizing interfaces and implementing web standards
USWDS implementation
Integrated the U.S. Web Design System (USWDS) to elevate site aesthetics, establish clean visual hierarchy, and guarantee Section 508 / WCAG compliance across key content pages.
Information architecture and content refinement
Restructured complex financial retirement guidance into clear, scannable pathways for participants at different career stages.
Accessible component design
Applied front-end design standards to ensure responsive layouts, clear visual focus states, readable typography, and seamless mobile usability.
Leadership and process
Coaching teams and building sustainable practices
Front-end and UX mentorship
Coached and mentored agency front-end developers and content managers on modern web design practices, accessibility compliance, and component-based development.
Establishing user-centered frameworks
Guided the agency through the exact steps needed to collect user feedback, test prototype iterations, and validate design changes with real participants.
Fostering agility
Introduced lightweight agile methodologies that allowed the agency to move away from slow, monolithic site updates toward continuous, high-confidence releases.
Outcomes
In-house agency ownership
Successfully empowered the agency to take full ownership of listening to user needs and independently maintaining, updating, and enhancing their website
Improved accessibility and consistency
Elevated site-wide accessibility and visual design maturity through the systematic adoption of USWDS.
Repeatable iteration framework
Left behind lasting operational processes for continuous user feedback, ensuring long-term product quality and participant trust.