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Redesigning Michigan's Food Assistance Program
A project aimed at improving EBT usability and accessibility in Michigan while reducing its social stigma through design.
My Role:
Researcher,
Copy-editor
Timeline:
3 weeks
Background
1.3 million Michiganders rely on government assistance to afford groceries, spanning diverse ages, demographics, and abilities. In a team of seven, I analyzed Michigan's current food assistance process with the goal of addressing user challenges and enhancing its design. The research revealed that food stamp users face numerous significant barriers in navigating and understanding the application process.
Food assistance is a crucial government resource, yet this program and its application progress is outdated and inaccessible for many of its users. Aside from accessibility issues and old design, there is negative stigma associated with being an EBT user which must also be addressed through this project.
Additionally, users face the societal stigma surrounding SNAP recipients. Despite the fact that SNAP fraud accounts for only 1% of total benefits, it is frequently politicized and unfairly linked to marginalized communities, perpetuating harmful stereotypes.
Demographics
30%
of SNAP households include seniors aged 60 or older.
44%
of SNAP recipients are children, with similar trends in Michigan, where families with children frequently qualify due to income limitations.
1.3m
people rely on government benefits to afford groceries in Michigan.
User Personas
After conducting an in-depth assessment of our user base, our research team developed three detailed persona archetypes. Each archetype represents a distinct user group, highlighting their key characteristics, goals, needs, and potential challenges.
Research and Survey Results
Challenges and Stigma
70%
of Michiganders have faced barriers to enrolling in SNAP due to societal stigma, including:
-
Concerns about publicly using the bright orange Bridge Card
-
Fear of judgment or negative interactions with cashiers or caseworkers
Negative Perceptions
Despite the fact that SNAP fraud accounts for only 1% of total benefits, it is frequently politicized and unfairly linked to marginalized communities, perpetuating harmful stereotypes.
Challenging Application Process
60%
Of respondents find the SNAP EBT application process highly challenging and not direct, giving it a rating of 4 or 5 on a scale where 5 represents the most difficult.
Survey Highlights
“A lot of questions are not super straight-forward and you have to be extremely specific/detailed. For example, I didn’t know if I had to list my roommates during the household process because we would eat and pay rent/utilities separately.”
“[Benefits are not really enough], since it only covers enough food for a single person (mom).”
“I don’t use it currently, but used to feel a bit embarrassed by how recognizable the card is.”
Our Solution
Simplifying the Application Process
To smoothen the application process, a quick eligibility quiz is implemented to help applicants determine their likelihood of qualifying before starting their full application. This tool saves applicants time by providing clarity on eligibility upfront, reduces frustration by managing expectations, and encourages qualified individuals to proceed confidently.
Revamping the Physical EBT Cards
A common issue discovered among EBT users is dissatisfaction with the current card design. Users expressed feelings of shame and embarrassment when using the bright orange cards in stores.
Considering all the negative social stigma attached to EBT cards, the emergence of virtual cards, and our users' privacy in mind, we designed new and improved physical and digital cards.
The EBT cards we designed resemble credit/debit cards and can even be added to digital wallets for convenience.
The remaining balance left on the card is also displayed in the digital version, erasing the need for checking receipts or logging into their EBT account.
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