2018 Top 25
State of Michigan
May 9, 2019
State of Michigan

For residents, navigating complex bureaucracies can feel overwhelming and dehumanizing. For government agencies, many of its services are cumbersome to operate and often fail to deliver desired outcomes. The Michigan Department of Health and Human Services (MDHHS) partnered with Civilla, a design studio based in Detroit, to create Project Re:Form in an effort to develop a faster, simpler, and more humane application process for public benefits such as food assistance and Medicaid. MDHHS and Civilla worked with caseworkers and residents to redesign the application process from the ground up through the eyes of its users, ultimately reducing its length by 80 percent. This has resulted in improved processing times, more efficient allocation of benefits, and an effective user experience that has cut costs.