CNAV (CGI)

CNAV – Career co-production service

2018 · 9 months · Service design

The request

At CNAV, the French national pension fund, the officer handling a pension file was rebuilding alone the career of an insured person they did not know. The project was a new service to make that reconstruction easier.

The solution

I designed a co-production service: the interface shows insured people their own career, year by year, and they are the ones who correct and complete it. A completion gauge turns the process into progress. The service was built in workshops with insured people and officers, prototyped in Axure and guerrilla-tested with real users.

Engagement

We added a completion gauge. It sounds like a detail, but it changes the nature of the task: instead of an administrative form, the claimant sees progress, and wants to finish it.

“Browse my career”: a year-by-year timeline, corrections requested directly inside it, completion gauge on the right.

Method

Co-production workshops with claimants and caseworkers.
Coaching the project stakeholders through the process.
Guerrilla testing with real users.
Interactive prototypes in Axure.