Background

The State of New Mexico sought to improve its online application processes for critical social service programs, including SNAP (Supplemental Nutrition Assistance Program), TANF (Temporary Assistance for Needy Families), and Medicaid. The state recognized the need for a comprehensive review of its digital application platforms to ensure optimal user experience, regulatory compliance, and accessibility.

Challenge

Digital transformation demands more than technological updates—it requires a holistic approach to user experience and accessibility. The state faced significant challenges in its online application systems:

• Compliance with regulatory standards

• Ensuring application readability and usability

• Improving overall user experience for program applicants

• Addressing potential barriers in the digital application process

The primary obstacles included:

• Meeting strict 508 compliance requirements

• Creating an intuitive and user-friendly interface

• Gathering meaningful feedback from current program participants

• Identifying and resolving pain points in the application process

The state office needed an objective, external perspective to conduct a thorough analysis of its online application and provide actionable recommendations for improvement.

Solution

Transforming complex systems requires deep empathy, strategic thinking, and a commitment to user-centered design. OneSpring partnered with Insight Policy Research to conduct a comprehensive online application review. The approach was methodical and user-centered:

1. User Research and Analysis 

   • Conducted extensive usability testing with current program participants

   • Coordinated with internal project teams

   • Collected real-time feedback from end-users

   • Utilized proprietary review tools for in-depth analysis
     
     

2. Comprehensive Review 

   • Evaluated online application across multiple critical dimensions: 

     • Readability

     • Presentation

     • 508 Compliance

     • Overall Usability

   • Gathered insights from front-line workers and key stakeholders

   • Developed detailed recommendations for improvement
     
     

3. Stakeholder Collaboration 

   • Worked closely with state office representatives

   • Engaged with Insight Policy Research

   • Provided clear, actionable insights into system challenges

   • Developed targeted recommendations for enhancing the application process

Results

Every great transformation begins with understanding—insights that bridge the gap between intention and meaningful change. The review process delivered significant insights and recommendations:

• Identified critical pain points in the online application system

• Provided a comprehensive analysis of compliance and usability issues

• Developed actionable recommendations for system improvement

• Supported the state's goal of creating a more accessible and user-friendly application process

The project demonstrated the importance of user-centered design in government digital services, highlighting the potential for technology to improve access to critical social support programs.