Michigan Scales Back Massive Applications Process with Human-Centric Design



Today I focus on a case study on how Design Thinking is helping the state of Michigan in the USA to reduce the size of their application for public benefits.

“In Michigan for example, Civilla’s researchers found that the state’s old unwieldly form was on average only 72 percent complete when it was turned in, which meant case workers often had to spend time reaching out to applicants for additional info. Early indications, however, show that the new human-centric design form is coming in on average 94 percent complete, which generally accounts for all vital questions. This has reduced the time it takes to process individual cases by 42 percent.”

Imagine if we could improve the process for our government benefits in South Africa?

Read the case study here.


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