Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
Designing essential financial services for those in need
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
-
•
The Benefits Hub started as a hackathon project and rapidly evolved into a critical tool serving over 3 million monthly users.
-
•
Propel operates with a small, part-time team coordinating clearly defined roles to maintain and improve the Benefits Hub.
-
•
User engagement metrics, such as 4 visits per month per user, indicate high recurring use tied to timely benefit updates.
-
•
Benefits Hub content evolved from a bulky banner and a single scrolling page into a streamlined carousel and pillar pages with actionable calls to action.
-
•
Tracking direct benefit uptake post-referral is not possible, but click tracking and population-level data are utilized to inform updates.
-
•
Net Promoter Scores and qualitative feedback from approximately 20% of users provide actionable insights on content timeliness and specificity.
-
•
Marketplace partnerships are guided by strict principles prioritizing user financial benefit and avoiding click-maximizing incentives.
-
•
Categorical eligibility is leveraged to infer user access to related government benefits with minimal user data collection.
-
•
Timely publication of policy updates requires close collaboration with government stakeholders and ongoing community engagement.
-
•
Iterative, data-driven improvements like CMS templating and layout standardization have enhanced content consistency and UX.
Notable Quotes
"Benefits information really complex. Making them accessible is god's work in effect."
"We launched the Benefits Hub in just a few days during a hackathon at the start of the pandemic."
"Three million people access this information through the Benefits Hub every month, often multiple times."
"It takes a village to maintain the Benefits Hub with clear roles and responsibilities among a part-time team."
"Users want answers to urgent benefit questions but also opportunities to explore other programs they might qualify for."
"Our content must be concise, consistent, and actionable to reduce uncertainty for users."
"We can't track actual benefit uptake after users click through to official government sites, only clicks and visits."
"About 20% of users shown our Net Promoter Score survey provide written feedback that can be analyzed for improvements."
"Marketplace partners have to demonstrably save people money, aligning with Propel’s mission."
"Categorical eligibility allows us to communicate benefit access without asking for personal data directly."
Or choose a question:
More Videos
"I found the problem solver in the UI developer and identified the project’s sponsor who really felt the pain."
Carl TurnerYou Can Do This: Understand and Solve Organizational Problems to Jumpstart a Dead Project
March 28, 2023
"Most employees take at least 90 days to onboard and another 90 days to become productive — that’s half a year before you see impact."
Karen PascoeDeveloping Experience Teams and Talent in the Enterprise
June 8, 2016
"Emojis and GIFs have become effective tools for remote teams to add expression and prevent miscommunication."
Jilanna WilsonDistributed Design Operations Management
October 23, 2019
"The collaboration cycle requires following standards for accessibility, content, design system usage, and IA or you don’t launch your product."
Shawna Hein Kevin HoffmanCreate a Cohesive Civic Design Practice Across Agency, Vendors, and Contracts
November 17, 2022
"Working in healthcare means every tiny moment in a patient’s experience can either uphold or erode their dignity and sense of control."
Barb SpantonDoing Work That Matters: A Look Beyond The Idealistic Notion of 'Doing Meaningful Work'
June 10, 2022
"Silent leaders are people who prefer action over words and advocate in more intimate settings."
Briana ThomasThe Quiet Force: Uncovering Hidden Leadership in High-Impact Design Teams
September 24, 2024
"In large complex systems, the dots are scattered across silos and time zones, making progress feel elusive."
Gina MendoliaTherapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems
December 3, 2024
"We need to become data ethicists and curators, not just data vacuum cleaners, to prioritize quality data."
Lija Hogan Milan Mijatovic Sam Proulx Louis RosenfeldThree Years Out: Perspectives on the Near-Term Future of User Research
March 15, 2024
"If nobody owns the onboarding experience, it likely won’t get done or get the energy it deserves."
John Calhoun Rachel PosmanTwo Sides of the DesignOps Coin: Teams Ops and Product Ops
January 8, 2024
Latest Books All books
Dig deeper with the Rosenbot
What alternative decision-making structures support more equitable power sharing beyond majority voting?
How can storytelling and influence be used to secure sponsorship for design ops initiatives?
How can research repositories score or show the impact of research recommendations to enhance organizational learning?