SNAP Case Checker
UX/UI Design
internal tool
govtech
Description
SNAP Case Checker is an internal web app designed to help supervisors identify and resolve payment errors across SNAP cases in Pennsylvania. Our goal was to reduce Payment Error Rate (PER) before federal evaluation deadlines, where failure could result in financial penalties and risk to the program itself.
Role
UX/UI Designer
Timeline
4 Months (3 Sprints)
PROBLEM STATEMENT
The Challenge
Supervisors lacked a scalable way to identify and manage payment errors within eCIS, a caseworker system requiring manual, case-by-case review.
No centralized error detection
There is no form of automated error detection for cases, rather they are hand reviewed by QC workers.
Manual workflows
Caseworkers are manually inputting information on top of high caseloads, resulting in rushed workflows.
High risk to programs
Failure to reduce PER could result in federal penalties and program risk.
THE SOLUTION
Case Filtering
We created a table of cases triggered by rules developed by our team. Each case includes key attributes, with filtering options that let users quickly find cases.
Filters catered to specific workflows
Supervisors are the primary users of this tool. They export and track cases assigned to their team, using the list to monitor caseworkers and ensure cases are resolved.
Providing flexibility to workflows
Supervisors have varied workflows, so we designed flexible search options. Filters like county and district let them pick up additional cases, commit date helps track recent activity, and risk activity enables follow-ups and resolution checks.
Straightforward UI
Because this is a technical tool, our audience is caseworkers and supervisors, not the general public. We focused on ease of use and speed to ensure it enhances, rather than slows, their workflow.
THE SOLUTION
Risk Statuses
The key feature is surfacing case information that flags potential payment errors. The page continues to evolve as the team identifies new ways to detect these issues.
Guiding the user
Risks are a new concept for this audience, so we prioritized using clear and descriptive language throughout the experience. We also incorporated tooltip guidance to explain why a risk is flagged or not flagged, along with descriptive labels for each risk number to improve clarity and context.
User modified risk statuses
Supervisors can update the risk status, signaling other users when a change has been made. When a user modifies the status within the application, it indicates that the corresponding update has also been completed in eCIS. The application will then reflect the latest status in the next batch update, indicating whether the risk remains flagged or has been resolved.
WHAT I LEARNED
Outcomes
This project began as a simple web app focused on identifying potential payment risks. Due to strong feedback from clients and users, it has evolved into a more robust solution with growing potential to improve workflows for SNAP caseworkers.
Positive client feedback
We received overwhelmingly positive feedback after deploying the first iteration of the design, with supervisors in the field calling it the best solution the state has delivered in years.
Designing for scalability
Looking back, we should have designed for scalability from the start. We underestimated how quickly the application would grow, and more flexible UI decisions would have reduced the need to rework earlier iterations.
