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Redesigning the journey to critical benefits for Americans in poverty

By Jess Kahn & Mollie Ruskin

When process is a barrier to support

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The applicant journey our teams mapped through the steps of enrolling in public assistance.

Data-driven and human-centered service design

1. Mapping the journey to enrollment

APPLICANT NEEDS

ENROLLMENT PROCESS DESIGN PRINCIPLES

Read about more about our findings from this research:
User Research Insights: Mapping the applicant experience of benefit enrollment


2. Designing online multi-benefit applications

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Our team analyzing user feedback on a multi-benefit application prototype.
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Demo of the multi-benefit mobile responsive application template.
Our team shares the story of building more human-centered enrollment systems at the Code for America Summit in November, 2016.


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U.S. Digital Service

The United States Digital Service is a tech startup working…

U.S. Digital Service

Written by

The United States Digital Service is a tech startup working across the Federal government to deliver better services to the American people. www.usds.gov

U.S. Digital Service

The United States Digital Service is a tech startup working across the Federal government to deliver better services to the American people.

U.S. Digital Service

Written by

The United States Digital Service is a tech startup working across the Federal government to deliver better services to the American people. www.usds.gov

U.S. Digital Service

The United States Digital Service is a tech startup working across the Federal government to deliver better services to the American people.

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