Merge pull request #902 from usds/add-ssa

Add ssa

_projects/0006_ssa.md

@@ -18,23 +18,30 @@ project_url: https://www.ssa.gov/
 
 # Impact statement (Edit this)
 impact_statement:
-  - figure: "99"
+  - figure: "99.9"
     unit: "%"
     description: |-
-      UPTIME SINCE LAUNCH: The platform redesign provides a seamless customer experience and streamlines managing SSA benefits and records
+      uptime since the website launch
       
   - figure: "$285"
     unit: "M"
     description: |-
-      The projected estimated savings over five years in front-processing and infrastructure expenses.
+      in projected estimated savings over five years in front-processing and infrastructure expenses
 
   - figure: "75"
     unit: "%"
     description: |-
       of customers start an online application after learning they may be eligible for benefits.
 
+  - figure: "46.8"
+    unit: "%"
+    description: |-
+      increase in the CSAT or customer satisfaction score since the website launch
+
 ---
 
+![](../images/project-ssa-impact-chart.jpg)
+
 ## Overview
 
 The [Social Security Administration](https://www.ssa.gov/agency/) (SSA) website has roughly [180 million visitors](https://blog.ssa.gov/social-security-launches-redesigned-website-at-ssa-gov/) every year. It's essential for accessing and managing benefits such as Retirement and Disability, and maintaining personal records, including your Social Security number. The agency serves as a vital resource that almost every American turns to during significant moments of their life.
@@ -58,12 +65,14 @@ Effective navigation is crucial in improving website usability and helps custome
 ![](../images/project-ssa-homepage-a.jpg)
 
 ![](../images/project-ssa-homepage-b.jpg)
+*SSA.gov before the website redesign (top) and the newly redesigned version of SSA.gov (bottom)*
 
 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.
 
 ![](../images/project-ssa-menu.jpg)
+*The Benefits menu on SSA.gov expanded on a mobile screen*
 
 **A simple way to understand eligibility**
 
@@ -74,6 +83,7 @@ To meet people where they are, SSA launched a [simple, conversational flow](http
 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.  
 
 ![](../images/project-ssa-ask.jpg)
+*Questionnaire on SSA.gov that helps customers determine their eligibility for benefits*
 
 **Clear, organized content**
 
@@ -87,6 +97,7 @@ 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.
 
 ![](../images/project-ssa-prepare.jpg)
+*Plan for retirement webpage on SSA.gov*
 
 
 **A consistent design system**
@@ -125,7 +136,6 @@ SSA's new Web Strategy team is using what we built together to:
 
 All this hard work and dedication to change has already been recognized. SSA was recognized for its efforts as a [2023 Service to the Citizen Award recipient](https://www.servicetothecitizen.org/ssa-gov-redesign) and was a finalist in the Digital category for the [2023 Clearmark Award from the Center for Plain Language](https://centerforplainlanguage.org/wp-content/uploads/2023/06/2023ClearMarkPressRelease-FINAL.pdf). 
 
-![](../images/project-ssa-impact-chart.jpg)
 
 ## Press