The Digital LinCS team in North Carolina has worked tirelessly for years to help people in need get access to PrEP and HIV medication assistance programs.
Applications are long and confusing and require someone to go through the same process every 6 months. Our goal was to be able to make the process as easy as possible for their clients and to empower the team to scale their service to help as many as they could.
The most important place to start was to learn about the unique challenges that applicants to these programs face. We had to consider everything from device access to literacy issues which were critical to the design phase
The other complexity we had to solve for was automating the submission and moderation process. Paper applications had to be printed, wet signed, and mailed, so we had to be careful not stray away from the real-world constraints of government programs.
It was exciting to get to design an experience to serve marginalized communities because it meant it didn't have to look like everything else. We got to create something that would show users that they deserved to use something that was carefully crafted with their experiences and identities front and center.