LIHWAP Application Design

Problem

The Low Income Household Water Assistance Program (LIHWAP) is a social safety net benefit established in 2021. The Department of Health and Human Services Office of Community Services introduced this new social safety net benefit program in the wake of the pandemic, recognizing the struggles experienced by many Americans as a result of economic pressures and increased dependence on welfare benefits.

LIHWAP is modeled after the Low Income Housing Energy Assistance Program (LIHEAP). Both programs serve eligible individuals and households through the block grant model, which states apply for funding and issue benefits accordingly.

I was asked by the Office of Information and Regulatory Affairs (OIRA) to help the LIHWAP team create a model household benefit application form, essentially a template for distribution to states administering the benefit. A model application form isn't the norm for government benefits, especially block grants, creating an opportunity to set precedent, both for the program and other benefits.

Process

I conducted a human-centered audit on the form drafted by HHS's LIHWAP team, after it was reviewed by OIRA. After my initial review, I continued pairing with both HHS and OIRA to ensure all necessary questions were asked in a human-centered manner and phrases with plain language best practices in mind. I also provided design edits and recommendations, modifying the US Web Design System's form guidance for printed or PDF applications.

After reviewing programmatic requirements, I revised and redesigned the content and design of the model household application form. I also recommended providing additional context about the program and instructions, such as bulleted lists to clearly communicate eligibility criteria and documentation necessary to complete the application, with ease.

This project was completed while I was working at the US Digital Service.