Removing Barriers to Access From Remote Identity Proofing
Improving online access to SNAP and Medicaid requires simplifying account creation, reducing password barriers, and enhancing user-centered design.
This report highlights challenges in setting up and accessing online accounts for SNAP and Medicaid, which often lead to reliance on call centers and in-person visits.
It recommends making account creation optional, minimizing password complexity, and enabling easy resets via text rather than email. The report also emphasizes tracking key usability metrics, such as account setup completion and duplicate account creation, to ensure online systems meet user needs. It is part of the Integrated Benefits Initiative, which promotes human-centered safety net services.
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