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Prioritize Customer Needs in Ohio Benefits System

This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.

Organizations: The Center for Community Solutions, Northern Ohioans for Budget Legislation Equality, The Contact Center, Ethiopian Tewahedo Social Services (ETSS)

Authors: Rachel Cahill, Hope Lane

Published Year: 2020

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The study details findings from interviews with 156 Ohioans who applied for Medicaid or SNAP between mid‑2018 and mid‑2020, uncovering key challenges in the benefits system.

Users reported difficulties with the self-service portal, such as poor mobile compatibility, confusing navigation, account lockouts, document submission issues, long wait times, and unclear mailed notices. The report recommends adopting human-centered design practices by improving the portal’s usability, simplifying notice language, reinstating a benefits navigator program, optimizing county workflows, and enhancing customer service.