My Role
Product Designer
Researcher
UI Designer
Tools Used
Figma, Zoom
Project Type
Mobile/Web App
Overview
connects low-income families with essential local resources for their daily needs. It offers easy access to nearby food banks, EBT/SNAP grocery stores, affordable healthcare clinics and hospitals, childcare and public schools, and affordable educational programs. The app’s mission is to uplift families and individuals by providing convenient resources in their time of need.
Problem
Many low-income families struggle to locate reliable support services in their communities. Information is often fragmented across government websites or outdated directories. During times of crisis, people need fast, concise, reliable access to trustworthy resources. Key issues include:
-
Individuals are unsure which stores take EBT/SNAP
-
The inability to find affordable housing or temporary asylum.
-
Limited information on local schools and childcare.
-
Convenient resources are being hidden due to limited online accessibility.
Solution
To help families and individuals in need find helpful resources in their community by:
-
Create a platform that quickly connects users to nearby resources.
-
Design a simple mapping system for users to find resources.
-
Make the app's tone empathetic, helpful, and empowering.
-
Make it easy for users to find resources that take government assistance
Research
Methodology
To understand our target users’ needs and challenges, we used a mixed-methods approach. We interviewed six low-income households to gain insights into their daily struggles and the support services they use. We also interviewed three community organization workers to understand resource distribution and gaps. Additionally, we analyzed existing government aid platforms and local resource directories to identify usability issues, content gaps, and opportunities for improvement. These insights informed our design, ensuring the app meets real-world user needs.
Interview
Interview Conclusions
Interviews were conducted in person and via Zoom with six low-income participants ages ranging from 12-68 with different ethnic backgrounds, and three Community organization workers. The interview topics included:
(1) Have you ever used a website or app to look for local resources? What was that experience like? (2) Are you aware of what local resources are available to you and the benefits they offer and/or except? (3) What makes you trust or not trust a resource or service you find online?
(4) Can you walk me through how you usually find help with things like food, healthcare, or childcare when you need it?
1
Participants wanted a reliable source for finding local resources
Participants had to travel to multiple sites for information.
3
Participants were distrustful of outdated websites
Participants were unable to find resources that didn't have websites.
2
Participants needed clinics and hospitals that accepted their insurance.
Participants need to find sources that take government benefits.
4
Participants need a method for finding resources
Participants spent too much time looking for local help and resources.
PAIN POINTS
Finding Helpful Resources
Many users seeking resources can struggle finding the best available local options.
Acceptance of Government Benefits
Many users are unaware of which places except EBT/SNAP, Medicaid, specialized insurance, and other government benefits.
Finding Reliable Sources
Finding reliable and up-to-date resources can be difficult when sources have outdate websites or no website.
Time-Consuming Search
For Resources
When dealing with the burden of every day task users need fast and easy ways to find helpful resources.
Locating local Resources
“I am unaware of what local resources offer rent assistance”
.
“Finding local food drives when they pop up would be helpful”
.
Finding events temporary charity events
.
What Benefits are available.
“I need to know what local grocery stores take food stamps”
.
“Sometimes I'm unsure weight clinics, except my insurance”
.
“It'd be nice to know what Military benefits and discounts are available”
.
No information on what benefits are accepted.
.
Finding Reliable Sources
“Sometimes I run into outdated sources”
.
“I have been misled by none updated sources”
.
Filtering out irrelevant results.
.
Be alerted of information changes or cancellations
.
Time management for searching.
“I am unsure of how to find resources in my area quickly”
.
“Sometimes web results do not bring up the closest locations”
.
“I don't have time to search for the right resources with my busy schedule”
.
AFFINITY MAP
Following the interviews, I meticulously reviewed the recordings, identifying significant insights to discern the aspects of the
questions that deeply resonated with the participants. Additionally, I categorized their responses to develop a clearer understanding of their focal points.
PERSONAS
Personas created based on patterns identified during user interviews, affinity mapping, and review of pain points. Personas represent user that have lower incomes, rely on government benefits, or are in need of local resources such as food Banks. These personas helped guide design decisions by highlighting user goals, user needs, and preferred workflows within the app.
It's time for me to move to a place that suits my needs and is more affordable.
— Jacob
Rosa, a 67-year-old retired housekeeper, recently lost her husband and struggles to manage her living expenses on her own. With a small monthly retirement check, she struggles to keep up with the rising costs of rent and utilities. Seeking affordable housing and local support services, Rosa needs an easy way to find options and access assistance. Clear, trustworthy information and nearby help could stabilize her financial situation.
Bio
Name: Rosa
Age: 64
Location: San Antonio, Texas
Occupation: Retired
Goals
Paying less than $1100 a month for rent
Finding a place closer to family.
Being able to compare rent prices within her budget
Motivations
Having a place near family
Having more Disposable Income
Having financial security
Frustrations
Not having enough affordable rent options.
Living to far from Hospitals
Overwhelmed by all the different apartment websites
My primary goal is to provide for my daughter and make sure she's healthy.
— Gus
Paul, a 24-year-old restaurant host and single father. Most of his paycheck goes to rent, childcare, and transportation, leaving little for groceries. He relies on EBT and SNAP benefits, but often finds nearby stores that don’t accept them. He hopes to find a way to locate local grocery stores, farmers’ markets, and food vendors that accept SNAP EBT, allowing him to have more grocery options and ensure his daughter has healthy meals.
Bio
Name: Paul
Age: 24
Location: Ocean City, Maryland
Occupation: Restaurant Host
Goals
Save money when shopping at grocery stores
Having clear directions to markets that except EBT/SNAP
Finding stores close to home to save money on Uber
Motivations
Spend more time with daughter and less time at work
Being able to afford healthy food
One day being off government assistance
Frustrations
Not knowing if stores/markets, except EBT/SNAP
Having to overpay on groceries and other food expenses
Having to travel too far for grocery needs
I loved the Military, but it is no longer supporting me. I need help...
— Tyra
Adam, a 36-year-old former military veteran, faces financial challenges despite working full-time as a store clerk. His paycheck barely covers essentials, leaving little room for unexpected expenses. He seeks organizations that can help him stay afloat, hoping to find local programs or charities that offer rent or utility assistance. Quick access to reliable support options would provide peace of mind and help him regain financial stability.
Bio
Name: Adam
Age: 36
Location: Pittsburgh, Pennsylvania
Occupation: Grocery Store Clerk
Goals
Being able to start an emergency savings
Being able to refocus finance towards paying off debt
Maintaining current lifestyle
Motivations
Restoring financial stability
Having more money for other life expenses
Not becoming a homeless veteran
Frustrations
Unable to afford other life expenses due to rent
Unable to find reliable rent assist options online
Unable to manage stress due to fear of being evicted
Design
Flows
I designed flows with four specific goals in mind:
Prioritize clarity and simplicity to make navigation intuitive for all users.
Highlight core actions like creating searching and saving resources.
Ensure information comprehend and resources give relevant information, with clear hierarchy and labels.
Design for flexibility to accommodate different user types and workflows.
Primary Flow - Search Path
Search for
Resource
Apply Search
Filters
Review Resource
Options
Select & Save
Resource
Local Resource or View Saved
Resource Saved Successfully
View Category
Resources
Secondary Flow - Category Path
SKETCH WIRE FRAMES
The process of creating sketch wireframes began with reviewing research findings and identifying the core user tasks that needed to be supported. I sketched out rough layouts by hand to explore different ideas quickly, focusing on structure, flow, and content placement rather than visual details. All, while using my flow chart as a primary guide.
Homepage
Profile & Saved Page
Sketches of the homepage, profile page, and saved resource page
Resource Profile page
Location page
These are rough sketches of the location and resource page the pages were you search for local resources.
After finalizing the digital wireframes, I used them as the foundation to build a low-fidelity prototype that users could interact with. This prototype focused on structure, flow, and functionality rather than visual design, allowing me to test how users navigate key tasks like creating an invoice or checking payment status.
DIGITAL WIREFRAMES
Using insights from user interviews, affinity mapping, and persona development, I translated key user needs into a clear and functional digital wireframe. The wireframe served as a blueprint to visualize how users would move through the app and interact with its core features, keeping their goals and frustrations front and center.
Prototypes
Low-Fidelity
Utilizing research information, wire frames, designs, and flow chart as the foundation to build a low-fidelity prototype that users could interact with. This prototype focused on structure, flow, and functionality rather than visual design, allowing me to test how users navigate key tasks like creating an invoice or checking payment status.
TEST
METHODOLOGY
For the usability test, we conducted moderated tests in person and via Zoom sessions with participants using a clickable prototype. We observed how to navigate through the app to explore local resource options and save helpful items. We encouraged them to think out loud and share their thought process. The test helped us identify points of confusion, such as unclear search filter settings or pages that don't relay enough information. Notes and recordings were captured to inform further improvements to the prototype’s flow and interaction design.
RESEARCH GOALS
Goals for conducting usability test:
Evaluate whether users understand the overall structure and flow of the app.
Identify areas where navigation feels unclear or unintuitive.
Observe how users complete key tasks like choosing a hospital based on insurance.
Gather initial reactions to the layout and organization of information.
Uncover gaps or missing elements that users expect, even in an early version.
USER TASKS
The participants were asked to:
Can you walk me through how you would search for resources using this prototype?
Was it clear how to return to save resources once found?
Was it clear where the filter options were when searching for resources?
Was there anything about the layout or search options that was confusing?
UI Kit
Logos, Colors, Typography, & Components
HIGH-FIDELITY PROTOTYPE
Based on usability study insights, I refined the user experience and built a high-fidelity prototype. The process focused on clarity, simplified navigation, and aligning design with user expectations. Thoughtful interactions and workflows translated the learned insights into a more complete and realistic product prototype for testing and feedback.
Final Design
High-Fidelity Prototype
REFLECTION
WHAT I LEARNED
The Importance of Design.
This project deepened my understanding of designing for accessibility and empathy. By listening to real users and iterating based on their needs, I learned that small design decisions like clear filters, readable text, or fewer steps can have a significant impact on someone’s daily life. LiftUP reinforced the power of UX design to drive social impact and support users in need.
The Benefits of User Testing.
User testing shaped LiftUP’s final design. It revealed user interactions, confusion, and valued features. Users wanted fewer steps and clearer filters, leading to a simpler interface. Testing confirmed the map and favorites features’ convenience and trust.
The importance of community and helping those in need.
Helping those in need strengthens communities by providing support and resources for stability, growth, and well-being. Uplifting those struggling improves their lives and fosters compassion, resilience, and a sense of shared responsibility.
INVO
Mobile App
PUMA
Web Redesign
