Making It Easier for Low-Income Renters to Apply for Housing Benefits

The Problem

Over 50% of Seattle residents are renters facing record-high rent increases. To give financial support to low-income renters and help them find affordable housing, the Seattle City Council created the Economic Displacement Relocation Assistance (EDRA) Program. 

They also asked the agency in charge of rental housing rules, Seattle’s Department of Construction and Inspections (SDCI), to design a new benefits application.

SDCI and our team worked to remove barriers to this new program by focusing on equity, accessibility, and ease of use. Together, we used human-centered design to make the application process usable and useful for everyone.

The Solution

With tight deadlines and complex rules, it was vital that our team create a solution for both Seattle’s renters and for SDCI staff, who needed to receive clean applications they could process efficiently.

First, we conducted interviews and focus groups with low-income renters and community advocates for vulnerable populations, such as undocumented people and non-English speakers. This helped us understand their diverse experiences, needs, and challenges with getting help.

We then held design sessions with the SDCI team to create prototypes of our application materials based on feedback from low-income renters. Each time users tested these prototypes, it became clearer that our content and designs were simple, effective, and likely to succeed. 

Thanks to teamwork and evidence-based decision-making, SDCI was able to move quickly and successfully launch the new benefit application.

The Impact

By using human-centered design, SDCI heard from diverse groups that often don’t have representation during the design process. This provided many unexpected insights, helping their team better understand the needs of low-income renters and create designs that worked well for them.

Now, fewer people are calling with questions. Plus, applications are more accurate and complete. This allows SDCI staff to spend more time processing applications instead of helping confused renters or following up on missing documents. Applicants also get their eligibility decisions—and their money—faster.