Benefits Playbook: Designing Human-Centered Applications

Key findings used in wiki

• The playbook establishes human-centered design principles for benefits applications, providing the UX foundation for GiveCare's eligibility screening and enrollment flows.
• Key recommendations include plain-language explanations of eligibility criteria, directly informing GiveCare's SMS agent tone and content guidelines.
• The playbook advocates for mobile-first, low-bandwidth-friendly design patterns, validating GiveCare's SMS-first architecture for reaching underserved caregivers.
• Application abandonment data reveals that complexity and length are primary barriers, shaping GiveCare's progressive-disclosure approach to intake questions.
• The framework recommends saving progress and allowing asynchronous completion, reflected in GiveCare's session-persistence and memory architecture.