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Summary
Please join us at the next Civic Design Community call where you'll hear from Alan Williams, VP Design at Propel and Rose Deeb, Senior Content Designer. They'll walk us through their Providers application and share how they deliver essential financial services and tools to over 5 million families living with limited income who utilize the Supplemental Nutrition Assistance Benefits (SNAP) program. The Providers application provides participants in any state with timely, localized updates about changes to benefit allocations, and details about benefits that users may be eligible for but not yet aware of, all in plain language. https://www.joinpropel.com/
Key Insights
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Civic DesignCommunity fosters ongoing dialogue and learning among practitioners.
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Propel's Providers app serves 5 million families, facilitating access to various benefits.
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The Benefits Hub began as a hackathon project and evolved to meet user needs during Covid-19.
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User engagement is high, with families checking the app multiple times a week for updates.
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Iterative design processes are critical to address user needs effectively and efficiently.
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Collaborative efforts among a small team can yield impactful results in content delivery.
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Understanding user sentiment through feedback is vital for continuous improvement of the hub.
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Only 20% of in-app feedback is actionable, guiding future content strategies.
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Partnerships with health navigators help bridge gaps in user information and access to benefits.
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Monitoring the impact of changing policies is essential for maintaining relevance in communication.
Notable Quotes
"The providers app is the most popular tool for low-income Americans to manage their finances."
"The benefits hub helps users keep track of policy changes and understand eligibility for additional programs."
"It's all about improving the experience of American families using means-tested benefits."
"We started small with the benefits hub and iterated based on user feedback."
"Engagement equals value, so we build in ways to measure our impact."
"It takes a village to maintain the benefits hub, with clearly defined roles aiding in our content process."
"Our community thrives on contributions from various stakeholders, including government agencies."
"Every update we make is based on user needs and patterns we observe in our data."
"We aim to guide users to discover benefits they may not realize they're eligible for."
"Iterative design is key to adapting our resources to changing user needs."
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