CNAV (CGI)

Career co-production service

2018 · 9 months · Service design

A service through which a pension claimant and the caseworker handling their file reconstruct the claimant's career together.

The idea

Rather than leaving the caseworker to reconstruct a working life alone, the service lets the two build it together: the interface gives the claimant a view of their own career, which they can then correct and complete where needed.

Engagement

A degree of gamification was introduced through a completion gauge, turning an administrative chore into visible progress the claimant wants to finish.

“Browse my career” — a year-by-year timeline, corrections requested directly inside the timeline, 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.