Accessible Public Service Application
Design a plain-language rental assistance application that supports eligibility checks, documents, save-and-return, and human help.
The brief
Understand the problem
Background
A city emergency rental fund receives applications from residents facing eviction. Applicants may use a shared phone, have limited documents, speak different languages, or need help from an advocate.
User context
Nadia has received a notice from her landlord and has ten days to respond. She works irregular shifts, reads English as a second language, and can photograph documents only from her phone.
Product problem
The service must collect enough information for a fair review without making a stressed applicant decode policy language, repeat data, or lose work.
Objective
Create an eligibility, application, document, and submission journey that keeps progress visible and makes assistance reachable at every critical point.
What to design
Define the experience
Required experience
- Check likely eligibility without creating an account
- Begin an application with clear time and document expectations
- Upload or explain a missing document
- Review, submit, and retain proof of the application
Screens and states
- Eligibility checker
- Application step with progress
- Document checklist and upload
- Review and submission receipt
Core user flow
Follow the critical path
- 01
Nadia completes a short anonymous eligibility check
- 02
She starts an application and chooses text-message save-and-return
- 03
A document photo is rejected for blur and the interface explains how to retake it
- 04
She reviews translated answers, submits, and saves a reference number
Product rules
Requirements and constraints
Requirements
- Use plain-language questions with contextual definitions
- Provide keyboard, screen reader, zoom, and error-summary support
- Save progress automatically and explain session privacy
- Offer alternatives when a standard document is unavailable
- Show deadlines, review stages, and human support channels consistently
Constraints
- The eligibility check cannot promise approval
- Shared-device users must be able to exit and clear sensitive session data
- Required information must follow the published program rules
Reality check
States worth considering
Finish line
What to deliver
- Four responsive screens with mobile and keyboard states
- A content note explaining validation, support, and save-and-return behavior
If you want more
Optional extensions
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.
Theory to review
UX principles for this brief
Use these as decision lenses, then validate the design with the people and context in the brief.
