Resource Human-Centered Design

Administrative Checkpoints, Burdens, and Human-Centered Design: Increasing Interview Access to Raise SNAP Participation

This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.

Organizations: Code for America, Georgetown University, McCourt School of Public Policy

Authors: Jae Yeon Kim, Pamela Herd, Sebastian Jilke, Donald Moynihan, Kerry Rodden

Published Year: 2024

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The working paper, “Administrative Checkpoints, Burdens, and Human-Centered Design: Increasing Interview Access to Raise SNAP Participation,” explores how human-centered design can alleviate administrative burdens in public service delivery. Using a field experiment in Boulder County, Colorado, the study demonstrates how text-based reminders and flexible scheduling options for mandatory SNAP interviews significantly increased interview completion rates and program approvals. This approach highlights the potential of combining behavioral science and user-centered design to make public programs more accessible while reducing procedural barriers.