Resource Human-Centered Design Service Design

Clients’ Perspectives on a Technology-Based Food Assistance Application System

This study examines how Florida’s transition to an online-only SNAP application system impacts accessibility and user experience.

Organizations: Syracuse University, University of Missouri

Authors: Colleen M. Heflin, Andrew S. London, Peter R. Mueser

Published Year: 2013

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The research highlights challenges applicants face, including difficulty navigating the digital system, limited access to assistance, and barriers for older adults and non-English speakers.

While the online model improves efficiency for some, it creates obstacles for many, emphasizing the need for more inclusive service delivery.