The Social Security Disability Insurance (SSDI) application process is known to be exceedingly complex and time-consuming. In December 2008, the Social Security Administration (SSA) launched iClaim, an improved online application system with the goal of increasing access and making the process easier to navigate. This study examines seven online discussion forums on SSDI to analyze and compare how the users in those forums communicated challenges they faced in the Pre and Post-iClaim eras.

Accepted Poster Presentation