Resource Human-Centered Design Service Design

Mapping the Applicant Experience of Benefit Enrollment

Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application…

Organizations: U.S. Digital Service (USDS), Centers for Medicare and Medicaid Services (CMS), Executive Office of the President (EOP)

Authors: U.S. Digital Service (USDS), Centers for Medicare and Medicaid Services (CMS)

Published Year: 2016

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The study examines the challenges faced by applicants enrolling in public assistance programs, highlighting issues such as confusing processes, long wait times, unclear communication, and technological and staff-related barriers.

It emphasizes the need for clear information, multiple communication and application channels, streamlined applications, and empathetic, well-trained staff, recommending user-centered design to reduce burdens and prevent applicant drop-off.