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

View Source

Download Resource

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 processes.