LifeInCheck EBT Web Portal
During my time at Inmar Intelligence, we partnered with the State of Louisiana to help improve the user experience of its food assistance programs. Targeting 3 user personas across 3 language groups, the features of our EBT app had to be laser focused, simple and easy to use.
UX Design / UX Research:
Trevor Wernish, Charlie Hilger, Aly Gronewoller
Creative Director:
David Johnson
Product Owner:
Jess Walker
USE CASE 1
USE CASE 2
Data showed us that a large group of users preferred to check their balance on a public computer, such as a library. Therefore, the product had to maintain robust security features (such as timing out, security verification) had to include desktop support for web, and needed to include the ability to download transactions to a pdf document.
3 main demographics were kept in mind when designing user flows and screens. The product had to function seamlessly across Vietnamese, English and Spanish translations. Users needed to be able to customize their default language and switch between languages easily.
USE CASE 3
We found that some EBT beneficiaries also utilized SNAP funds a large amount of the time. This product needed to support both types of funds and allow the user access to both benefits, if applicable. We used color, proximity and customizable views within the UI to achieve a differentiation between the two benefits.
ONBOARDING FLOW
To introduce users to LifeincheckEBT, we sought to keep things as simple as possible. Affordances were clear and action oriented.
Since qualifying for the program, users were already coming in with an EBT card number issued by the state of Louisiana. The goal was to get the user to be able to create an account as easily and securely as possible, so broke onboarding into 4 steps with a progress indicator to reward progress and keep momentum.
DOWNLOAD TRANSACTIONS
After creating an account, the next most pressing thing for users is knowing how much of their benefit they have access to.
We utilized similar UI to bank and financial products to create familiarity and protect user’s dignity. By making the transactions page the first that loads upon login, we offered users a simple way to view and download transactions to a PDF report, whether to print and take with them, or to save to their mobile device.
CARD MANAGEMENT - LOST CARD
For users who have misplaced their card, we wanted to ease the anxiety of that moment by presenting them the option to freeze their card before they reordered another–thereby protecting their funds while they search.
It was necessary to include the processing time for a new card, so that users could make informed decisions.
CARD MANAGEMENT - STOLEN CARD
For users who believe their card may have been stolen, we augmented the previous flow to include features that protected the user in the case their data or personal information had become vulnerable.
Users are prompted to provide information about the theft and whether or not their PIN may be compromised. They are then guided through the process of cancelling and ordering a new EBT card.