Case study
A benefits service people could complete with confidence
Northstar partnered with community organizations to redesign a bilingual benefits intake around the moments where people most often needed help.
Challenge
The existing service asked residents to interpret policy language, repeat information, and move between disconnected support channels.
Approach
A multidisciplinary team combined field research, service blueprinting, accessible interaction patterns, and weekly delivery reviews with frontline staff.
Outcome or learning
Incomplete submissions fell by 31% during the pilot, while support teams gained one shared view of where residents were getting stuck.