Executive Summary
Background
CalFresh (SNAP) is California’s supplemental assistance nutrition program that provides low
income individuals and families with funds to purchase food. It is the largest food program in California and provides an essential hunger safety net.
income individuals and families with funds to purchase food. It is the largest food program in California and provides an essential hunger safety net.
Challenge
The CalFresh system suffered from a high churn rate, due to a bureaucratic application system and applicants receiving incorrect paperwork or not being able to fill out the forms correctly.
Solution
By simplifying the application process and creating a one stop shop system where applicants can access all their needs, more people will be able to apply and stay on the CalFresh program.
Solution #1: Calfresh Portal
My solution was to create a customized portal that would cater to each CalFresh user. The portal would provide a one stop shop where the user could complete all the tasks needed to sign up and renew their benefits. The user can also access their digital EBT card as well as check their card balance through the portal.
Solution #2: Digital EBT Card
My second solution was to create a digital EBT card that the user could access anytime. Rather than wait for their card to be mailed, the user would receive their benefits instantly after approval, which they could print out or take a screenshot of.
Research
CalFresh users struggle with getting their benefits and leave the program early because it takes too much work to access their benefits. The program requires that applicants confirm their income and eligibility requirements 6 months after applying for benefits and every year thereafter. Additionally, navigating the application process is challenging – the application process is either easy of difficult depending on which county you live in.
We created a service design blueprint illustrating the CalFresh application process to find ways in which we could simplify and improve the process for users.
Ideation
Brainstorming
I began brainstorming ways in which the CalFresh application process could be improved to make it easier for applicants to apply and receive their benefits.
Crazy 8's
Sketching
