SSA.gov Log-in page rework

Challenge

At the time of redesign, users were confronted with three different sign-in methods (SSA credentials, ID.me, or Login.gov,) and no guidance about which to choose. To make matters more complex, users must be able to log in to entirely different service platforms.

For example, the same citizen accessing their retirement benefits might also need to log in to the business services platform on behalf of a small business managing payroll tax reporting. Or perhaps they need to log in as an acting legal representative managing accounts of clients seeking benefits or services And each service platform might use the same or different credentialing methods to sign in with.

Currently the login screen is the same for all users for all platforms. Which means that there is no way for users to tell what platform they are logging in to, and what service they must log in with.

It is easy to see how the complexity of this process became a point of failure disrupting access to critical services.

Solution

To simplify the login process without sacrificing flexibility, we framed the problem in terms of user needs. We introduced a way for users to identify themselves by role, and then provided specific guidance for authentication through embedding contextual FAQ modules on the page. By framing choices around user intent, rather than technical backend distinctions, we aligned the experience with users’ mental models, not internal system architecture. By leveraging the contextual FAQ design we were able to include guidance while reducing cognitive overload on an already dense interface.

For return visits, we explored enhancements like saving a user’s last identity selection via cookies or allowing bookmarked URLs that preloaded a preferred account type. These ideas were scoped for future iterations once the core experience was stabilized.

Learnings

While the solution was well-received by internal stakeholders, the login page existed on the secure side of the SSA.gov platform—placing it under a separate governance and deployment process. Any change required a full development, security, and release cycle, which could take more than a year.

Although the redesigned login page concept was well-received, it was not implemented. Sometimes even the most thoughtful, user-centered solutions cannot overcome external constraints, governance models, and operational realities. The experience also reinforced the importance of patience, perseverance, and perspective in large public-sector projects. But even when a solution isn’t immediately realized—the insights gained, and the empathy built for users, continue to shape better work down the line. More broadly, it highlighted the importance of advocating for holistic service design—not just better screens, but better systems.

Wireframes and prototypes

User self-identifier dropdown

Proposed version of the log in page where users can self-identify their usertype.

Wireframes of each FAQ with final content.

Prototypes of early iterations of the log-in page rework