CUTGroup 13 ndash mRelief

In-person test on January 29 2015

1

Introduction For our thirteenth Civic User Testing session we tested mRelief a website that helps residents check

their eligibility for social services benefits in Chicago amp Illinois

Target Group

On January 21 we sent out an email to all of our 834 CUTGroup participants We wanted to know if

they would be available for an in-person test on January 29 2015 When segmenting our testers we were interested in

If they were currently enrolled in social services programs

If they were not currently enrolled if they would be eligible depending on their income and number of household members

Test Type

In-person test with one-on-one proctors working with testers directly

Questions

The mRelief team was interested in testing these things

Language We heard that language is very important in understanding if someone is eligible for

social services We wanted to see if testers understood terms such as gross income (what to

and not to include) value of assets household size etc The mRelief team also uses pop-overs

and wanted to see if testers use them and if they were helpful

SMS We wanted to test the text-messaging platform to see if users found it easy to use and

how long each session took to receive and send messages

Website usability In addition to testing SMS we wanted to see how testers liked the mRelief

website and how easy it was to use

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

2

Part I Responses Could you tell us your age Under 18 0

18-24 27 (3)

25-34 0

35-44 27 (3)

45-54 18 (2)

55-64 27 (3)

65 or Above 0

How much time do you spend on the Internet a day 1 ndash 2 hours 9 (1)

2 ndash 3 hours 18 (2)

4 or more hours 73 (8)

Do you SMS text to get information 100 (11) ndash Yes

0 ndash No

How useful would it be for you to receive information via text 5 Very Useful 82 (9)

4 Useful 0

3 Neutral 18 (2)

2 Slightly Useful 0

1 Not Useful 0

Do you pay per text 91 (10) ndash No

9 (1) ndash Yes

What is your cell phone service provider (3) ndash Sprint

(2) ndash ATampT

(2) ndash Boost Mobile

(2) ndash T-Mobile

(1) ndash Access Wireless

(1) ndash Metro PCS

Are you currently enrolled in social services 73 (8) ndash Yes

27 (3) ndash No

If so which one (8) ndash Food StampsSNAPLink

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

3

(5) ndash Medicaid

(2) ndash SSI

(1) ndash Section 8

(1) ndash Home Health Care Works (DHS)

(1) ndash Subsidized Housing

Do you go on the internet to access social service benefits 64 (7) ndash Yes

36 (4) ndash No

If so can you tell us more about that experience

3 out of 11 testers (27) specifically mentioned checking their food stamp balance online

3 out of 11 testers (27) mentioned that they go online to specifically apply for benefits

Mr_B (7) says that he usually goes online to help people find social services often in the

context of his job

Meearene (3) says ldquoIrsquom more tech savvyhellip Accessing by the internet is easierrdquo

Daily Computer User (4) does not currently access social services benefits online and uses

email mostly ldquoIt would be useful for me to access social service benefits online I may have

applied for my Linkrdquo

Review the homepage What do you think this Web site does When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive

Checking Eligibility (11) says ldquoBuilding might be a school Bottle might be for childrenhellip It gives

you transportation times maybe check where the nearest grocery store ishelliprdquo

In addition testers Single One (9) and Global Citizen (10) thought the images were icons that

could be clicked on In addition when we asked testers to explore the first site and tell us what the first

thing to do Very outgoing and ambitious (12) and Checking Eligibility (11) also tried to click

on the icons first

Single One (9) did not think the symbols were relevant or intuitive Global Citizen (10) says ldquoI

donrsquot like the icons ndash they look like they should be school What is this bottle for It looks like stuff for

kidsrdquo

Explore the site Whats the first thing you do

82 (9) ndash Clicked ldquoGet Startedrdquo

18 (2) ndash Clicked ldquoProgramsrdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

4

Tell us more about the first thing you did The majority of testers clicked on the ldquoGet Startedrdquo button and saw it is the logical next step after

reviewing the homepage Here are some responses from the testers

Daily Computer User (4) chose ldquoGet Startedrdquo because ldquoI was instructed to [by the

website] I liked the experience it was fine friendly and moved me forwardrdquo

Parent already has benefits (1) chose ldquoGet Startedrdquo because ldquoit is the first button you

seerdquo

Global Citizen (10) shared that ldquoClicking on Programs is the most logical way to find out

what the site is aboutrdquo

Checking Eligibility (11) said ldquoI figure I would get started or click one of the iconsrdquo

Go to the Programs tab and choose one that is relevant to your needs Which one did you choose (3) ndash Food Stamps

(3) ndash Rental Assistance

(2) ndash RTA Ride Free

(1) ndash Cash Assistance

(1) ndash Child Voucher

(1) ndash AABD

(1) ndash Medicaid

Go through the process of seeing if you are eligible and tell us about your experience 8 out of 11 testers (73) thought that the process was easy straight forward and clear

Advocate for the visually impaired (2) says ldquoThe form seemed like an easy to use form It was

helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled

peoplerdquo

Single One (9) says ldquoFollows the same flow as the paper questionnaire [The] Flow of logic made

senserdquo

We also saw that a lot of testers liked the idea of the calculator but most testers did not use if because

they had already answered the questions before coming across the calculator

Parent already has benefits (1) went through the process for the Medicaid program and since she

was not eligible she received links to Get Covered Illinois and Healthcaregov She mentioned that

ldquoWhen it links you out it would be nice to link directly to relevant pageform instead of the Get

Covered Illinois home pagerdquo

We also had a few experiences with testers when filling out the form that they did not notice variations

in the question regarding gross monthly 90 day or annual income For example Very outgoing and

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

5

ambitious (12) put in her 30 day income instead of 90 day income and only changed it when the

proctor mentioned it

Did you click on pop-overs for additional information 91 (10) ndash No

9 (1) ndash Yes

Was this process easy

100 (11) ndash Yes

0 ndash No

Please tell us how you might improve the application questions 7 out of 11 testers (64) mentioned that the questions were easy to understand or straightforward

Daily Computer User (4) said ldquoIt was surprisingly short sweet and efficient Sometimes you get

frustrated filling out long forms Basic questions should get to the point so that you can proceed or

stoprdquo

Single One (9) said that the language was ldquonot foreignrdquo and she expected that it would be language it

would be familiar with

Checking my status (Tester is disabled) (6) thought that it was easy but asked ldquowhere would I

go from hererdquo It took her to the Illinois Department of Aging but it did not provide the tester with

instructions She thought it would be better to go to this page instead

httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx

3 testers mentioned it would be better to update the income language in the application Parent

already has benefits (1) thought that the pop-over information should be moved over to the main

text Meearene (3) said ldquoWhat is the household gross monthly incomerdquo would be a better way to

explain it

Global Citizen (10) wanted better information on the TANF form about relationship with children

and was not sure if this included caring for godchildren

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 7 out 11 testers (64) said they would call the phone number to learn more

3 out of 11 testers (27) said they wanted to know more about why they were or were not eligible for

social services benefits

3 out of 11 testers (27) said they wanted to be taken directly to the application to apply for the social

services benefit Global Citizen (10) adds that ldquoIt would be nice to prepopulate the form with the

eligibility information entered into the Illinois State pagerdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

3

(5) ndash Medicaid

(2) ndash SSI

(1) ndash Section 8

(1) ndash Home Health Care Works (DHS)

(1) ndash Subsidized Housing

Do you go on the internet to access social service benefits 64 (7) ndash Yes

36 (4) ndash No

If so can you tell us more about that experience

3 out of 11 testers (27) specifically mentioned checking their food stamp balance online

3 out of 11 testers (27) mentioned that they go online to specifically apply for benefits

Mr_B (7) says that he usually goes online to help people find social services often in the

context of his job

Meearene (3) says ldquoIrsquom more tech savvyhellip Accessing by the internet is easierrdquo

Daily Computer User (4) does not currently access social services benefits online and uses

email mostly ldquoIt would be useful for me to access social service benefits online I may have

applied for my Linkrdquo

Review the homepage What do you think this Web site does When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive

Checking Eligibility (11) says ldquoBuilding might be a school Bottle might be for childrenhellip It gives

you transportation times maybe check where the nearest grocery store ishelliprdquo

In addition testers Single One (9) and Global Citizen (10) thought the images were icons that

could be clicked on In addition when we asked testers to explore the first site and tell us what the first

thing to do Very outgoing and ambitious (12) and Checking Eligibility (11) also tried to click

on the icons first

Single One (9) did not think the symbols were relevant or intuitive Global Citizen (10) says ldquoI

donrsquot like the icons ndash they look like they should be school What is this bottle for It looks like stuff for

kidsrdquo

Explore the site Whats the first thing you do

82 (9) ndash Clicked ldquoGet Startedrdquo

18 (2) ndash Clicked ldquoProgramsrdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

4

Tell us more about the first thing you did The majority of testers clicked on the ldquoGet Startedrdquo button and saw it is the logical next step after

reviewing the homepage Here are some responses from the testers

Daily Computer User (4) chose ldquoGet Startedrdquo because ldquoI was instructed to [by the

website] I liked the experience it was fine friendly and moved me forwardrdquo

Parent already has benefits (1) chose ldquoGet Startedrdquo because ldquoit is the first button you

seerdquo

Global Citizen (10) shared that ldquoClicking on Programs is the most logical way to find out

what the site is aboutrdquo

Checking Eligibility (11) said ldquoI figure I would get started or click one of the iconsrdquo

Go to the Programs tab and choose one that is relevant to your needs Which one did you choose (3) ndash Food Stamps

(3) ndash Rental Assistance

(2) ndash RTA Ride Free

(1) ndash Cash Assistance

(1) ndash Child Voucher

(1) ndash AABD

(1) ndash Medicaid

Go through the process of seeing if you are eligible and tell us about your experience 8 out of 11 testers (73) thought that the process was easy straight forward and clear

Advocate for the visually impaired (2) says ldquoThe form seemed like an easy to use form It was

helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled

peoplerdquo

Single One (9) says ldquoFollows the same flow as the paper questionnaire [The] Flow of logic made

senserdquo

We also saw that a lot of testers liked the idea of the calculator but most testers did not use if because

they had already answered the questions before coming across the calculator

Parent already has benefits (1) went through the process for the Medicaid program and since she

was not eligible she received links to Get Covered Illinois and Healthcaregov She mentioned that

ldquoWhen it links you out it would be nice to link directly to relevant pageform instead of the Get

Covered Illinois home pagerdquo

We also had a few experiences with testers when filling out the form that they did not notice variations

in the question regarding gross monthly 90 day or annual income For example Very outgoing and

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

5

ambitious (12) put in her 30 day income instead of 90 day income and only changed it when the

proctor mentioned it

Did you click on pop-overs for additional information 91 (10) ndash No

9 (1) ndash Yes

Was this process easy

100 (11) ndash Yes

0 ndash No

Please tell us how you might improve the application questions 7 out of 11 testers (64) mentioned that the questions were easy to understand or straightforward

Daily Computer User (4) said ldquoIt was surprisingly short sweet and efficient Sometimes you get

frustrated filling out long forms Basic questions should get to the point so that you can proceed or

stoprdquo

Single One (9) said that the language was ldquonot foreignrdquo and she expected that it would be language it

would be familiar with

Checking my status (Tester is disabled) (6) thought that it was easy but asked ldquowhere would I

go from hererdquo It took her to the Illinois Department of Aging but it did not provide the tester with

instructions She thought it would be better to go to this page instead

httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx

3 testers mentioned it would be better to update the income language in the application Parent

already has benefits (1) thought that the pop-over information should be moved over to the main

text Meearene (3) said ldquoWhat is the household gross monthly incomerdquo would be a better way to

explain it

Global Citizen (10) wanted better information on the TANF form about relationship with children

and was not sure if this included caring for godchildren

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 7 out 11 testers (64) said they would call the phone number to learn more

3 out of 11 testers (27) said they wanted to know more about why they were or were not eligible for

social services benefits

3 out of 11 testers (27) said they wanted to be taken directly to the application to apply for the social

services benefit Global Citizen (10) adds that ldquoIt would be nice to prepopulate the form with the

eligibility information entered into the Illinois State pagerdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

4

Tell us more about the first thing you did The majority of testers clicked on the ldquoGet Startedrdquo button and saw it is the logical next step after

reviewing the homepage Here are some responses from the testers

Daily Computer User (4) chose ldquoGet Startedrdquo because ldquoI was instructed to [by the

website] I liked the experience it was fine friendly and moved me forwardrdquo

Parent already has benefits (1) chose ldquoGet Startedrdquo because ldquoit is the first button you

seerdquo

Global Citizen (10) shared that ldquoClicking on Programs is the most logical way to find out

what the site is aboutrdquo

Checking Eligibility (11) said ldquoI figure I would get started or click one of the iconsrdquo

Go to the Programs tab and choose one that is relevant to your needs Which one did you choose (3) ndash Food Stamps

(3) ndash Rental Assistance

(2) ndash RTA Ride Free

(1) ndash Cash Assistance

(1) ndash Child Voucher

(1) ndash AABD

(1) ndash Medicaid

Go through the process of seeing if you are eligible and tell us about your experience 8 out of 11 testers (73) thought that the process was easy straight forward and clear

Advocate for the visually impaired (2) says ldquoThe form seemed like an easy to use form It was

helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled

peoplerdquo

Single One (9) says ldquoFollows the same flow as the paper questionnaire [The] Flow of logic made

senserdquo

We also saw that a lot of testers liked the idea of the calculator but most testers did not use if because

they had already answered the questions before coming across the calculator

Parent already has benefits (1) went through the process for the Medicaid program and since she

was not eligible she received links to Get Covered Illinois and Healthcaregov She mentioned that

ldquoWhen it links you out it would be nice to link directly to relevant pageform instead of the Get

Covered Illinois home pagerdquo

We also had a few experiences with testers when filling out the form that they did not notice variations

in the question regarding gross monthly 90 day or annual income For example Very outgoing and

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

5

ambitious (12) put in her 30 day income instead of 90 day income and only changed it when the

proctor mentioned it

Did you click on pop-overs for additional information 91 (10) ndash No

9 (1) ndash Yes

Was this process easy

100 (11) ndash Yes

0 ndash No

Please tell us how you might improve the application questions 7 out of 11 testers (64) mentioned that the questions were easy to understand or straightforward

Daily Computer User (4) said ldquoIt was surprisingly short sweet and efficient Sometimes you get

frustrated filling out long forms Basic questions should get to the point so that you can proceed or

stoprdquo

Single One (9) said that the language was ldquonot foreignrdquo and she expected that it would be language it

would be familiar with

Checking my status (Tester is disabled) (6) thought that it was easy but asked ldquowhere would I

go from hererdquo It took her to the Illinois Department of Aging but it did not provide the tester with

instructions She thought it would be better to go to this page instead

httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx

3 testers mentioned it would be better to update the income language in the application Parent

already has benefits (1) thought that the pop-over information should be moved over to the main

text Meearene (3) said ldquoWhat is the household gross monthly incomerdquo would be a better way to

explain it

Global Citizen (10) wanted better information on the TANF form about relationship with children

and was not sure if this included caring for godchildren

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 7 out 11 testers (64) said they would call the phone number to learn more

3 out of 11 testers (27) said they wanted to know more about why they were or were not eligible for

social services benefits

3 out of 11 testers (27) said they wanted to be taken directly to the application to apply for the social

services benefit Global Citizen (10) adds that ldquoIt would be nice to prepopulate the form with the

eligibility information entered into the Illinois State pagerdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

5

ambitious (12) put in her 30 day income instead of 90 day income and only changed it when the

proctor mentioned it

Did you click on pop-overs for additional information 91 (10) ndash No

9 (1) ndash Yes

Was this process easy

100 (11) ndash Yes

0 ndash No

Please tell us how you might improve the application questions 7 out of 11 testers (64) mentioned that the questions were easy to understand or straightforward

Daily Computer User (4) said ldquoIt was surprisingly short sweet and efficient Sometimes you get

frustrated filling out long forms Basic questions should get to the point so that you can proceed or

stoprdquo

Single One (9) said that the language was ldquonot foreignrdquo and she expected that it would be language it

would be familiar with

Checking my status (Tester is disabled) (6) thought that it was easy but asked ldquowhere would I

go from hererdquo It took her to the Illinois Department of Aging but it did not provide the tester with

instructions She thought it would be better to go to this page instead

httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx

3 testers mentioned it would be better to update the income language in the application Parent

already has benefits (1) thought that the pop-over information should be moved over to the main

text Meearene (3) said ldquoWhat is the household gross monthly incomerdquo would be a better way to

explain it

Global Citizen (10) wanted better information on the TANF form about relationship with children

and was not sure if this included caring for godchildren

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 7 out 11 testers (64) said they would call the phone number to learn more

3 out of 11 testers (27) said they wanted to know more about why they were or were not eligible for

social services benefits

3 out of 11 testers (27) said they wanted to be taken directly to the application to apply for the social

services benefit Global Citizen (10) adds that ldquoIt would be nice to prepopulate the form with the

eligibility information entered into the Illinois State pagerdquo

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

6

Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about (8) ndash Food Stamps

(3) ndash RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience 5 out of 11 testers (45) thought that the questions were ldquoeasyrdquo or ldquostraight-forwardrdquo

4 out of 11 testers (36) were frustrated that they could not go back after making a mistake Simple

One (9) also added that it was ldquoannoyingrdquo that she did not know when the end was

3 out of 11 testers (27) mentioned that the process went really fast

2 out of 11 testers (18) experienced the last text message coming before the first one In addition

Meearene (3) noticed that the word ldquoMedicaidrdquo also got split between messages

Was this process easy (Text)

100 (11) ndash Yes

0 ndash No

Please tell us how you might improve the application questions 3 out of 11 testers (27) specifically mentioned that the questions were easy or simple Some testers

had suggestions to improve the process

Daily Computer User (4) suggested that ldquoYou might want to include forms about student

loans and paratransithellip It would be great if you could do SMS for applications It would be great

to do this in one moverdquo

Hardest worker (5) said that it would be ldquogreat if there was a native app for thisrdquo

Global Citizen (9) did not like the way 10000 is formatted in text version

Two testers discussed how being in college affects your eligibility

Checking Eligibility (11) says ldquoI am glad you included the question about college because a

lot of people dont know that you have to be working AND in college to get food stampsrdquo

Very outgoing and ambitious (12) adds that mRelief should make it clear that being in a

college does affect your eligibility She has never seen that before in the food stamps application

process

Single One (9) did not think it was intuitive as the website because of being unable to correct

answers She also wanted to know how many questions would need to be answered through text

messaging since it took a couple of minutes for each text to be received

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

7

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 5 out of 11 testers (45) said they would call the number of the resources On the other hand 2 other

testers mentioned that they would prefer to have website links or other information to research first

before visiting or calling the location

How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance 5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public

assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Do you like mRelief 100 (11) ndash Yes

0 ndash No

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

8

Would you use mRelief in the future 100 (11) ndash Yes

0 ndash No

Do you like CUTGroup 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Anything else to add Advocate for the visually impaired (2) recommended ldquoAdd ZoomText or Jaws to the survey

software for the visually impaired

Single One (9) says ldquoWhat draws me to the CUTGroup is that there is a group that evaluates user

experience Thatrsquos important

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

9

Results

8 out of the 11 testers were currently enrolled in social services benefits and all of these testers were

enrolled in Food Stamp benefits The 3 testers who were not currently enrolled seemed to have

qualified for social services benefits based on their household size and income

Language We learned from this CUTGroup test that testers found the form(s) when checking their eligibility to

be a simple process 7 out of 11 testers (64) mentioned that the questions were easy to understand or

straightforward Although most of the language was very clear however only 1 tester clicked on a pop-

over to find out more information Therefore any question that requires additional help text should be

added after the question

In addition some testers did not notice that some questions might ask for monthly income vs others

that ask for annual income These are key pieces of information that should be made clearer in the

question format

SMS Out of 11 testers 10 testers (91) do not pay per text message

Only 5 out of 11 testers (45) thought that the questions were ldquoeasyrdquo or ldquostraight-forwardrdquo when going

through the text messages The biggest thing we heard was that testers were frustrated or annoyed

that they were unable to fix a mistake and had to start from the beginning

Lastly some testers received messages out of order and some terms were split up between messages

(ex Medicaid)

1 of our testers Simple One (9) experienced a delay between text messages that lasted anywhere

from 1 to 2 minutes She thought it was annoying that she did know when the end of the questions

would be 3 testers thought the process was pretty fast

Website usability When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive 4 testers thought the graphics were icons that they

could click on

Most of the testers had a clear direction after reviewing the homepage The majority (9 testers) clicked

Get Started while the other 2 testers clicked on Programs It was great to see that testers had a

clear path in using the website that got them to the most important part -- checking their eligibility for

social services

When checking eligibility we noticed that a lot of testers liked the idea of the calculator to calculate

income but most testers did not use if because they had already answered the questions before coming

across the calculator located at the bottom of the screen

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

10

Documents amp More Information

We wanted testers to tell us how important it would be for mRelief to provide additional information

about documents that they might need to bring or money that they would receive from the benefit We

hoped this would be a help for mRelief to decide what the next steps for the website might be Here is

what we learned

How important is it for you to know what documents you need to prepare for an interview with

a caseworker to receive public assistance

5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance

5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance

before going to file with a caseworker

5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

7

Tell us about your eligibility and the resources provided What is the next thing you would do with this information 5 out of 11 testers (45) said they would call the number of the resources On the other hand 2 other

testers mentioned that they would prefer to have website links or other information to research first

before visiting or calling the location

How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance 5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public

assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Do you like mRelief 100 (11) ndash Yes

0 ndash No

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

8

Would you use mRelief in the future 100 (11) ndash Yes

0 ndash No

Do you like CUTGroup 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Anything else to add Advocate for the visually impaired (2) recommended ldquoAdd ZoomText or Jaws to the survey

software for the visually impaired

Single One (9) says ldquoWhat draws me to the CUTGroup is that there is a group that evaluates user

experience Thatrsquos important

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

9

Results

8 out of the 11 testers were currently enrolled in social services benefits and all of these testers were

enrolled in Food Stamp benefits The 3 testers who were not currently enrolled seemed to have

qualified for social services benefits based on their household size and income

Language We learned from this CUTGroup test that testers found the form(s) when checking their eligibility to

be a simple process 7 out of 11 testers (64) mentioned that the questions were easy to understand or

straightforward Although most of the language was very clear however only 1 tester clicked on a pop-

over to find out more information Therefore any question that requires additional help text should be

added after the question

In addition some testers did not notice that some questions might ask for monthly income vs others

that ask for annual income These are key pieces of information that should be made clearer in the

question format

SMS Out of 11 testers 10 testers (91) do not pay per text message

Only 5 out of 11 testers (45) thought that the questions were ldquoeasyrdquo or ldquostraight-forwardrdquo when going

through the text messages The biggest thing we heard was that testers were frustrated or annoyed

that they were unable to fix a mistake and had to start from the beginning

Lastly some testers received messages out of order and some terms were split up between messages

(ex Medicaid)

1 of our testers Simple One (9) experienced a delay between text messages that lasted anywhere

from 1 to 2 minutes She thought it was annoying that she did know when the end of the questions

would be 3 testers thought the process was pretty fast

Website usability When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive 4 testers thought the graphics were icons that they

could click on

Most of the testers had a clear direction after reviewing the homepage The majority (9 testers) clicked

Get Started while the other 2 testers clicked on Programs It was great to see that testers had a

clear path in using the website that got them to the most important part -- checking their eligibility for

social services

When checking eligibility we noticed that a lot of testers liked the idea of the calculator to calculate

income but most testers did not use if because they had already answered the questions before coming

across the calculator located at the bottom of the screen

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

10

Documents amp More Information

We wanted testers to tell us how important it would be for mRelief to provide additional information

about documents that they might need to bring or money that they would receive from the benefit We

hoped this would be a help for mRelief to decide what the next steps for the website might be Here is

what we learned

How important is it for you to know what documents you need to prepare for an interview with

a caseworker to receive public assistance

5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance

5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance

before going to file with a caseworker

5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

8

Would you use mRelief in the future 100 (11) ndash Yes

0 ndash No

Do you like CUTGroup 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Did you like this CUTGroup test 100 (11) ndash Yes

0 ndash No

Anything else to add Advocate for the visually impaired (2) recommended ldquoAdd ZoomText or Jaws to the survey

software for the visually impaired

Single One (9) says ldquoWhat draws me to the CUTGroup is that there is a group that evaluates user

experience Thatrsquos important

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

9

Results

8 out of the 11 testers were currently enrolled in social services benefits and all of these testers were

enrolled in Food Stamp benefits The 3 testers who were not currently enrolled seemed to have

qualified for social services benefits based on their household size and income

Language We learned from this CUTGroup test that testers found the form(s) when checking their eligibility to

be a simple process 7 out of 11 testers (64) mentioned that the questions were easy to understand or

straightforward Although most of the language was very clear however only 1 tester clicked on a pop-

over to find out more information Therefore any question that requires additional help text should be

added after the question

In addition some testers did not notice that some questions might ask for monthly income vs others

that ask for annual income These are key pieces of information that should be made clearer in the

question format

SMS Out of 11 testers 10 testers (91) do not pay per text message

Only 5 out of 11 testers (45) thought that the questions were ldquoeasyrdquo or ldquostraight-forwardrdquo when going

through the text messages The biggest thing we heard was that testers were frustrated or annoyed

that they were unable to fix a mistake and had to start from the beginning

Lastly some testers received messages out of order and some terms were split up between messages

(ex Medicaid)

1 of our testers Simple One (9) experienced a delay between text messages that lasted anywhere

from 1 to 2 minutes She thought it was annoying that she did know when the end of the questions

would be 3 testers thought the process was pretty fast

Website usability When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive 4 testers thought the graphics were icons that they

could click on

Most of the testers had a clear direction after reviewing the homepage The majority (9 testers) clicked

Get Started while the other 2 testers clicked on Programs It was great to see that testers had a

clear path in using the website that got them to the most important part -- checking their eligibility for

social services

When checking eligibility we noticed that a lot of testers liked the idea of the calculator to calculate

income but most testers did not use if because they had already answered the questions before coming

across the calculator located at the bottom of the screen

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

10

Documents amp More Information

We wanted testers to tell us how important it would be for mRelief to provide additional information

about documents that they might need to bring or money that they would receive from the benefit We

hoped this would be a help for mRelief to decide what the next steps for the website might be Here is

what we learned

How important is it for you to know what documents you need to prepare for an interview with

a caseworker to receive public assistance

5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance

5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance

before going to file with a caseworker

5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

9

Results

8 out of the 11 testers were currently enrolled in social services benefits and all of these testers were

enrolled in Food Stamp benefits The 3 testers who were not currently enrolled seemed to have

qualified for social services benefits based on their household size and income

Language We learned from this CUTGroup test that testers found the form(s) when checking their eligibility to

be a simple process 7 out of 11 testers (64) mentioned that the questions were easy to understand or

straightforward Although most of the language was very clear however only 1 tester clicked on a pop-

over to find out more information Therefore any question that requires additional help text should be

added after the question

In addition some testers did not notice that some questions might ask for monthly income vs others

that ask for annual income These are key pieces of information that should be made clearer in the

question format

SMS Out of 11 testers 10 testers (91) do not pay per text message

Only 5 out of 11 testers (45) thought that the questions were ldquoeasyrdquo or ldquostraight-forwardrdquo when going

through the text messages The biggest thing we heard was that testers were frustrated or annoyed

that they were unable to fix a mistake and had to start from the beginning

Lastly some testers received messages out of order and some terms were split up between messages

(ex Medicaid)

1 of our testers Simple One (9) experienced a delay between text messages that lasted anywhere

from 1 to 2 minutes She thought it was annoying that she did know when the end of the questions

would be 3 testers thought the process was pretty fast

Website usability When reviewing the homepage 6 out of 11 testers (55) mentioned the graphics 3 testers felt that the

icons were very intuitive and understood that they connected to the social services benefits The other

3 testers did not think the icons were as intuitive 4 testers thought the graphics were icons that they

could click on

Most of the testers had a clear direction after reviewing the homepage The majority (9 testers) clicked

Get Started while the other 2 testers clicked on Programs It was great to see that testers had a

clear path in using the website that got them to the most important part -- checking their eligibility for

social services

When checking eligibility we noticed that a lot of testers liked the idea of the calculator to calculate

income but most testers did not use if because they had already answered the questions before coming

across the calculator located at the bottom of the screen

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

10

Documents amp More Information

We wanted testers to tell us how important it would be for mRelief to provide additional information

about documents that they might need to bring or money that they would receive from the benefit We

hoped this would be a help for mRelief to decide what the next steps for the website might be Here is

what we learned

How important is it for you to know what documents you need to prepare for an interview with

a caseworker to receive public assistance

5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance

5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance

before going to file with a caseworker

5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

CUTGroup 13 ndash mRelief

In-person test on January 29 2015

10

Documents amp More Information

We wanted testers to tell us how important it would be for mRelief to provide additional information

about documents that they might need to bring or money that they would receive from the benefit We

hoped this would be a help for mRelief to decide what the next steps for the website might be Here is

what we learned

How important is it for you to know what documents you need to prepare for an interview with

a caseworker to receive public assistance

5 Very Important 100 (11)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

Is it important for you to know why you do or dont qualify for public assistance

5 Very Important 82 (9)

4 Important 18 (2)

3 Neutral 0

2 Slightly Important 0

1 Not Important 0

How important is it for you to know how much money you will receive from public assistance

before going to file with a caseworker

5 Very Important 46 (5)

4 Important 9 (1)

3 Neutral 9 (1)

2 Slightly Important 18 (2)

1 Not Important 18 (2)

How important is it for you to know how to file an application for public assistance

5 Very Important 91 (10)

4 Important 0

3 Neutral 0

2 Slightly Important 0

1 Not Important 9 (1)

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

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CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

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Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

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Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 1

Tester Profile (given by tester) Parent already has benefits

Proctored by Josh Kalov Could you tell us your age 18-24

What type of device are you using for this test Dell 6440 Is this your normal device

that you use everyday No

If not what is your primary device

Macbook Air

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services Yes

If so which one

Food Stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Check balance on the card at Illinois EBT website

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Check your eligibilty for benefits like link food stamps housing Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Click on Get Started first because it is the first button you see Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Child Voucher Go through the process of seeing if you are eligible and tell us about your experience Child Voucher - Straight forward Medicaid - Filled out form may not be eligible-gtwent to getcoveredillinois and healthcaregov When it links you out it would be nice to link directly to relevant pageform instead of getcoveredillinois home page All City Programs- longer but a one stop Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For the monthly income form maybe move the pop-over info to main text Tell us about your eligibility and the resources provided What is the next thing you would do with this information Apply for the eligible ones and probably call for the unsure ones For ones do not qualify check anyway just incase cause you never know SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA ride free Go through the process of seeing if you are eligible and tell us about your experience It went fast Straight forward questions

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

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CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

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Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

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Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Was this process easy Yes

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information It might be useful to include website links in email in addition to the phone number

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add more direct links to benefits applications on 3rd party websites Add more descriptions in parenthesis

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 161950

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 2

Tester Profile (given by tester) Advocate for the visually impaired

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

iPad

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 1 - 2 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Metro PCS Are you currently enrolled in social services Yes

If so which one

Medicaid Food stamps

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Apply for benefits but it is not accessible to ask questions You can

only apply for services You should be able to be contact - you should be able to send an email or get in contact

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Immediately clicked on Get Started It is a website to pre-screen for eligibility for services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Clicked Get Started hoping to have access to the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose RTA Ride Free - it relates to his disability - he already has it but that is the program that is relevant for him Go through the process of seeing if you are eligible and tell us about your experience The form seemed like an easy to use form It was helpful to have all of the right questions there and the calculator was helpful It is accessible for disabled people He didnt click on the popovers because he knew what they wanted and has filled out many government forms Add a popover to the zipcode question to enter you address and find your popover He asked about a calculator for gross annual income and did not see the calculator below Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were easy to understand So far it looks clean Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would move forward and process the application It is good that it gives you a link to the website so that you can go directly and apply Different colors would make it accessible for people with vision loss - black background and blue or yellow text Also add an icon to enlarge a website text for the vision impaired SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about RTA Ride Free

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Go through the process of seeing if you are eligible and tell us about your experience Questions were easy to answer of text messaging Its good Was this process easy Yes

Please tell us how you might improve the application questions Questions were good

Tell us about your eligibility and the resources provided What is the next thing you would do with this information He would follow up with the number to get more information Nothing to make it better

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

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Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

In what ways would you improve mRelief Add an app for iPad and Android

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Add ZoomText or Jaws to the survey software for the visually impaired

2015-01-29 162232

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 3

Tester Profile (given by tester) Meearene

Proctored by Sonja Could you tell us your age 18-24

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP Food Benefits

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience SNAP website provide social date of birth pin pending benefits its

easy Im more tech savvy Accessing by internet is easier

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Check your eligibility benefits -- graphic connects to the benefits makes sense SNAP website is very plain just asking for information Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did What programs that this site offer Graphics were appropriate for the programs offered Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Questions are pretty clear and straight cut Self explanatory Gross monthly income -- net pay minus taxes Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Whats the household gross monthly income would be a better way to explain it Tell us about your eligibility and the resources provided What is the next thing you would do with this information Its helpful to give you a place to go Recognizes the location Phone to call is good Information about what to bring This is very useful Wants to know why I am not eligible maybe they need further information if they could tell me to confirm Something else in mind SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience The end of the message came before the beginning of the message Samsung Galaxy S4 Mini Medicaid

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

got split between the messages Ah this is useful Messages came right away Simple question Was this process easy Yes

Please tell us how you might improve the application questions Simple

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call them because she was unsure why she wasnt eligible after just answering 2 questions (Are you in school Zip code) She does not understand why they cant determine eligibility

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

When exploring Likes that adding the zip code it shows resources nearby All of the assistance programs Head Start is relevant (did not scroll all the way down) you may be in luck -- goes to website which is helpful (direct link faced 404 errors in the past) Very helpful simple questions Easy numbers Calculator is helpful Might want to contact mRelief based on website 1 option (looking for a second option to go to if the first location is crowded or you are familiar with another org)

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Confirming time slot and sending reminder e-mail

2015-01-29 162617

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 4

Tester Profile (given by tester) Daily Computer User

Proctored by Rose Afriyie Could you tell us your age 55-64

What type of device are you using for this test laptop Is this your normal device

that you use everyday No

If not what is your primary device

Desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 2 - 3 hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services Yes

If so which one

Link Section 8 Medicaid SSI

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

Email mostly it is reasonable I dont have any complaints -- I know how it is you have to wait It would be useful for me to access social service benefits online I may have applied for my Link card online

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

This website is concerned with the basic needs of people housing food and transportation and health Family concerns and infants and education I get this for the icons Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I was instructed to (by the website) I liked the experience It was fine friendly and moved me forward Go to the Programs tab and choose one that is relevant to your needs Which one did you choose AABD Go through the process of seeing if you are eligible and tell us about your experience It is just fine No problem Noticed About the Questions I wasnt too clear about AABD before this and this site made me more familiar She did not choose any of the popovers Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions For me it was fine It was surprisingly short sweet and efficient Sometimes you get frustrated filling out long forms Basic questions should get to the point so that you can proceed or stop Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will certainly call the organization SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Frustrated I made some errors myself moving too quickly and making assumptions It is easy to use -- but if you take your time To get food stamps I had to answer a lot more questions But this is much

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

simpler A lot of citizens complain about the time it takes to get through process But its important to ask the basic questions and get to the bottom of it Was this process easy Yes

Please tell us how you might improve the application questions You might want to include forms about student loans and paratransit -- go beyond free ride It would be great if you could do SMS for applications It would be great to do this in one move

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I will follow up with the information generated for me for AABD I would use it if I didnt have it I think this is a useful tool I really do Had I used this it would help me go through social services a lot simpler It helps to know if they qualify for certain services

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

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Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

In what ways would you improve mRelief Including other concerns

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add I have said it all

2015-01-29 163645

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 5

Tester Profile (given by tester) Hardest worker

Proctored by Rose Afriyie Could you tell us your age 18-24

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

Android phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

No

What is your cell phone service provider

Boost Mobile Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

I go online to access financial aid for school

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

It helps you check and see what you are eligible for He read the icons and saw food and where you can get those services Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I knew that you would have more information if you would get started Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Medicaid Go through the process of seeing if you are eligible and tell us about your experience Questions are simple and straight forward -- questions anyone can answer without becoming frustrated Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions monthly income should specify that it pertains to all members in a household Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and get more information I would also do a little more research SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Its fast Its so small on SMS I would rather see it on a bigger screen For me it is hard to understand Was this process easy

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

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Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Yes

Please tell us how you might improve the application questions It would be great if there was a native app for this It would be much more informative because it could provide more information

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would go online and research the organization and try to check my eligiblity online But I would not go there first

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief I think you should make the questions more specific I like how you have a big box with the title It is quick Adding more programs -- scholarships and community organizations that might get you to some

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

of theses services

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add No complaints

2015-01-29 172550

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 6

Tester Profile (given by tester) Checking my status (Tester is disabled)

Proctored by Christopher Whitaker Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC or phone

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one Mediaide SSI Food Stamps Thresholds Home Health Care Works (DHS) has subsidized housing that has a social worker that goes to

the office for her Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

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SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Review the homepage What do you think this Web site does I really want to push the Get Started button - immediately wanted to go after it Noticed that she is eligible for the Free Ride Program (Shes one it) (Tester pretty much went for it - wo waiting for me to ask to review it) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did (Tester pretty much went for it - wo waiting for me to ask to review it - Shes looking at the cash assistance page Seems to be flying through the application) A lot of people are asking her how to get to the ride free program Shes on the board for the CTA Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Cash assistance Go through the process of seeing if you are eligible and tell us about your experience Really easy to use and navigate big buttons explains what it is I (For the AABD misses the 62 or above - it does say AND but Elderly WITH disabilities Its not Elderly OR disabilities Usually forgets about the pop-overs - didnt know the (i) button meant a pop over A lot of people would like a phone number so they can call somebody for help (Check touch id for the programs - took a couple of times to click) Tester is going through the ride free application Shes eligible for ride free Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Its easy - but where would I go from here It takes her to the Illinois Department of Aging but doesnt give me instructions It should take me to httpswwwillinoisgovagingBenefitsAccessPagesRide-Free-Transit-Benefitaspx Tell us about your eligibility and the resources provided What is the next thing you would do with this information It should take me to the application Its two clicks away from where it should be SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

more information about Food Go through the process of seeing if you are eligible and tell us about your experience I texted food and its asking me questions (What does college have to do with it - didnt understand why it was asking) [Maybe we should put a text explaining were asking screening questions] (Had a question about if SSI was social security - theres different types of SSI) [[ There was a bug we texted Yes and it sent a typo message ] It also should have sent her to Bellwood and not King Community Center King is really far from her (She lives in Oak Park) (60302) - when she tried entering another zipcode it defaulted to the to check other programs text menu It does give her another number to call Was this process easy Yes

Please tell us how you might improve the application questions Theres those two little things and that about it (The location and then the many forms of SSI and Veterans Affairs) It was easy it was understandable All of these are frosting on the cake questions

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Id fill out the application and it would tell me how long I would wait until I get the benefits (I assume) [[ It may be useful for mRelief to give an estimate on time]] HUD is a good example It took 10 mins to fill it out and got an email at once

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 4 - Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3 - Neutral

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief That was perfect Does screenreaders work with the program That has to be able to talk what the page says

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Can I keep the iPad (kidding)

2015-01-29 174311

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 7

Tester Profile (given by tester) Mr_Broughton

Proctored by Daniel X ONeil Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

PC desktop

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

3 - Neutral

Do you pay per text

Yes

What is your cell phone service provider

Access Wireless Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience Usually helping people find social services often in the context of his

job

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

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Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Prefers email to text due to service plan (email is free) Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did First thing was I read check my eligibility and I clicked Get started The first page speaks for itself Im looking at this site for the work that I do pertaining to my job He is an outreach ambassador providing resources to the community Head Start WIC rental assistance health care Parent ambassador for COFI Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental assistance Go through the process of seeing if you are eligible and tell us about your experience I chose a temporary loss of income One dependent (me) Zero income 60628 When they ask me how many dependents I have when I click on it the keypad should show up automatically He reads that he likely does not qualify It should tell me why I dont qualify (what it is that keeps me from getting it) When presented with here are some additional resources from Purple Binder none of the items are clickable The font should have been switched (Something else in mind should be smaller and the not eligible should be bigger) Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Did not see any popovers This is what came up Tell us about your eligibility and the resources provided What is the next thing you would do with this information Wants to be able to find out more All it gives me is the phone number for a program that doesnt have a name I would be looking for a link to find out more SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Ride Go through the process of seeing if you are eligible and tell us about your experience There might be confusion between medicare and medicaid If you make a mistake-- what kind of mistake would a person make My question is what number would I text the word to The same number a shorter version like CTA 41411 Instead of texting that full number again it would be good to have an abbreviated number It was a total of 6 messages Response was Are you 65 or older No Predicted that the response would be are you disabled (true this happened) No Predicted that it would say he wasnt eligible (but that didnt happen got zip code prompt)-- got an incomplete message message then indicated that he not eligible Wondering if the number provided for more info (non-emergency transportation prior approval) was text or phone Default ringtone Was this process easy Yes

Please tell us how you might improve the application questions But the phone vs text was complicated

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call the 877 number to see whats going on with that Not sure what number to text to

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 4 - Important

How important is it for you to know how to file an application for public assistance

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief what Ive used so far its OK yes

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Its very helpful

2015-01-29 174433

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 9

Tester Profile (given by tester) Single One

Proctored by Sonja Marziano Could you tell us your age 55-64

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

Laptop HP

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

Sprint Are you currently enrolled in social services Yes

If so which one

SNAP

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Friendly homepage not too busy Symbols are not relevant Not intuitive -- eye went to graphic first Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did Tried to click on the graphic first and then clicked Get started underneath Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Food stamps Go through the process of seeing if you are eligible and tell us about your experience Follows the same flow as the paper questionnaire Flow of logic made sense Boxes were close together Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The application questions are not foreign expects people would be familiar with the language Tell us about your eligibility and the resources provided What is the next thing you would do with this information Spanish speaking -- appreciates that it provides this information Familiar with the community service center -- but knows it as Auburn Gresham not Englewood (Mispelling in Englewood) Online option first before calling or going in SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food stamps Go through the process of seeing if you are eligible and tell us about your experience Split messages 2nd one came before the first one 1 or 2 minutes Annoying because you dont know when the end is Made a mistake and realized that you cant go back and correct the mistake LAF

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Englewod error Expected to be kicked off after replying No to citizenship This response was friendlier than being kicked off or saying Youre not eligible Was this process easy Yes

Please tell us how you might improve the application questions Not as intuitive as the website because of being unable to correct Wants to know how many questions you will need to answer

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Would go to the location because it is her only option She knows that she is eligible but made a mistake Tried RTA Ride Free via the website Likes the calculator Missed the first question about disabilities but still got a response Benefit Access tab was confusing she did not know she had to click to another website Was not familiar with IL Department on Aging website never checked Felt comfortable with mRelief directing IL Department on Aging website

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Would you use mRelief in the future

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Yes

Yes

In what ways would you improve mRelief Could not figure out how to get home More contrast with text (mainly on the banner about texting) Icons and list what they are for -- did not realize this was a graphic Likes the background

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add What draws me to the CUTGroup is that there is a group that evaluates user experience Thats important

2015-01-29 174749

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 10

Tester Profile (given by tester) Global Citizen

Proctored by Genevieve Could you tell us your age 45-54

What type of device are you using for this test iPad Is this your normal device

that you use everyday No

If not what is your primary device

iPhone or MacBook Pro

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

ATampT Are you currently enrolled in social services No

If so which one

Do you go on the internet to access social service benefits No

If so can you tell us more about that experience

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Checking for benefits I dont know what benefits me To me that means work benefits I dont like the icons - they look like they should be school What is this bottle for It looks like stuff for kids Sometimes m is uppercase and sometimes lower Branding is not consistent When I see donate I think it is a non-profit I dont care about Ruby developers if I am checking for benefits It is giving facts about who built it as opposed to the why Share more about what the site does The About me is written for the wrong audience The icons look clickable but they are not What does the basket mean Explore the site Whats the first thing you do Click Programs Tell us more about the first thing you did Clicking on Programs is the most logical way to find out what the site is about The subtitles on the program pages are helpful She could filter out that the programs do not apply All City Programs is misleading All City looks nice in the grid but the box should not be in the grid It should stand out and be a different color It looks like another options as opposed to comprehensive Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Interested in cash assistance programs but they are not relevant She chose RTA ride free for the sake of this survey Go through the process of seeing if you are eligible and tell us about your experience Likes that you provide the eligibility requirements up front but they should be in bullets instead of full sentences List three bullet points of the requirements The Q in qualify should be uppercase in the title Is there an income requirement She would want to know that up front The calculator is cute but people should know how much money they make if they are using this program For our audience it is not relevant She likes the qualifier language in the dependents question Popover icons should be larger One click of the second popover the first should disappear Numerical keyboard should come up on numerical questions The footnote should be clearer When you have an asterix there should be another on the page The footnote has no reference She likes that the system refers to paralegals Why would I want to tweet about applying for social services Remove the social service icons from this page Mentioning the Benefits Access tab on the RTA Ride Free website is confusing Find a really concise way to say that the apply button will take you to a different site Let users know that they are leaving mRelief before they click the button She suggested removing the print button because there is no information to take with her Did you click on pop-overs for additional information Yes

Was this process easy

Yes

Please tell us how you might improve the application questions Questions were straightforward Describe the relationship to the child you are caring for - Delete

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

the word biological from the TANF form question You are missing the guardian category There is too much left for interpretation on the TANF form - what about caring for godchildren If this form doesnt take care of that it should be added Tell us about your eligibility and the resources provided What is the next thing you would do with this information The resources provided were not clear She thought that it would prevent her from having to go to the Illinois pages It would be nice to prepopulate the form with the eligibility information entered into the Illinois State page What is the benefit from knowing that she may be eligible She wants mRelief to add her information automatically to forms She likes the All Programs page because she learned what the State of Illinois offers SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience First she said make the texting announcement on the website clearer It gets lost in the sauce Click here or text It currently looks like a warning The language SMS is not accessible She likes that the question says Enter yes or no She likes that it says Enter a number If you enter y that should not be a typo You should not have to start over if you make a mistake - you should not have to go back to the beginning The typo message that refers to this question is misleading Was this process easy Yes

Please tell us how you might improve the application questions She doesnt like the way 10000 is formatted

Tell us about your eligibility and the resources provided What is the next thing you would do with this information Instead of answering all of the questions she would like to just call the number from the start The response was anti-climatic She would like to know up front that you will be referred to community resources on the homepage - features and benefits should be stated on the homepage Remove the about us and list the features and benefits

OVERALL13 REVIEW13

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 2 - Somewhat Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief All City Programs is misleading - get rid of the word all She would like to know the universe of programs that are available Make Red Cross programs or other disaster programs accessible on mRelief We have to work on the marketing and promotion on mRelief People need to know about the text option - it should be publicized

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add This was way more organized than it used to be

2015-01-29 180352

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 11

Tester Profile (given by tester) Checking Eligibility

Proctored by Rose Afriyie Could you tell us your age 35-44

What type of device are you using for this test laptop Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T-Mobile Are you currently enrolled in social services Yes

If so which one

Food Stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience It is pretty simple they ask for your information and they have a log in for county care so it is pretty helpful I would rather just get the

number myself and do everything on the computer WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Building might be a school Bottle might be for children It gives you transportation times maybe check where the nearest grocery store is Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did I figure I would get started or click one of the icons Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance Go through the process of seeing if you are eligible and tell us about your experience It was definitely easy to use Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions Self explanatory Tell us about your eligibility and the resources provided What is the next thing you would do with this information I would call and check it out SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food Go through the process of seeing if you are eligible and tell us about your experience Respond back real fast What do you put if you have no income zero Was this process easy

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Yes

Please tell us how you might improve the application questions This is pretty much the same I am glad you included the question about college Because a lot of people dont know that you have to be working AND in college to get food stamps

Tell us about your eligibility and the resources provided What is the next thing you would do with this information I didnt know they did stamps there I would check them out because now I know they have a few more resources

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 1 - Not at all Important

How important is it for you to know how to file an application for public assistance 1 - Not at all Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief Add some graphics Something that will stick up so you remember next time You need some better graphics

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add Instead of just googling all over the place -- I can just go right here This is something that is very useful Cuts down on the calling-around time -- And you can text -- even better

2015-01-29 180656

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Tester 12

Tester Profile (given by tester) Very outgoing and ambitious

Proctored by Genevieve Could you tell us your age 35-44

What type of device are you using for this test iPad Is this your normal device

that you use everyday Yes

If not what is your primary device

ABOUT13 YOUR13 INTERNET13 AND13 DEVICE13 USE13 How much time do you spend on the Internet a day 4 or more hours

Do you SMS text to get information

Yes

How useful would it be for you to receive information via text

5 - Very Useful

Do you pay per text

No

What is your cell phone service provider

T Mobile Are you currently enrolled in social services Yes

If so which one

Food stamps Medicaid

Do you go on the internet to access social service benefits Yes

If so can you tell us more about that experience

Uses the Internet your food stamps balance Looks for medical providers for yourself and children

WEBSITE13 REVIEW13 Review the homepage What do you think this Web site does

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Looks like it tells you services that are provided in Chicago - information about schools food and transportation Explore the site Whats the first thing you do Click Get Started Tell us more about the first thing you did It seemed like Get Started was the best way to start It was easy She thought the icons might have been clickable but the Get Started button really caught her eye Go to the Programs tab and choose one that is relevant to your needs Which one did you choose Rental Assistance - this is a program that she could benefit from - she is also receiving two of the programs listed Go through the process of seeing if you are eligible and tell us about your experience She put in 4 for the dependents question - her and her children She put in her 30 day income instead of 90 day income but I pointed it out and she changed it Did you click on pop-overs for additional information No

Was this process easy

Yes

Please tell us how you might improve the application questions The questions were easy to understand She liked the questions Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call the number to find out more information and then maybe schedule an appointment if it is a good fit She would like to know the income range of eligibility so that she is not wasting her time by pursing the option List the income guidelines on the response page She wants to know the guidelines so that she can tell other people SMS13 REVIEW13 Check your eligibility via SMS Text hello to 1-773-377-8946 Which program do you find more information about Food

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

Go through the process of seeing if you are eligible and tell us about your experience She likes it because it is self explanatory She says that she is enrolled in school Was this process easy Yes

Please tell us how you might improve the application questions Make it clear that being in a college does affect your eligibility She has never seen that before in the food stamps application process

Tell us about your eligibility and the resources provided What is the next thing you would do with this information She would call to find out more information and hopefully they could answer the questions She wants to know that calling is beneficial

OVERALL13 REVIEW13 13 How important is it for you to know what documents you need to prepare for an interview with a caseworker to receive public assistance 5 - Very Important

Is it important for you to know why you do or dont qualify for public assistance 5 - Very Important

How important is it for you to know how much money you will receive from public assistance before going to file with a caseworker 5 - Very Important

How important is it for you to know how to file an application for public assistance 5 - Very Important

Do you like mRelief Yes

Would you use mRelief in the future

Yes

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

In what ways would you improve mRelief It is self-explanatory It is great for cell phone people

Do you like CUTGroup Yes

Did you like this CUTGroup test

Yes

Anything else to add

2015-01-29 182758

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 16

CUTGroup Test mReliefThanks for participating in our test of mRelief a Web site that helps residents check their eligibility for socialservices benefits in Chicago amp Illinois

About youFirst some preliminaries Keep in mind that we are going to publish the results of this test but will not associate yourname or email address with the results

About your internet and device useWe are interested in learning a little bit more about what you do on the internet

Proctored by

First Last

Name

Email

Give yourself a tester profile

Under 18

18‑24

25‑34

35‑44

45‑54

55‑64

65 or Above

Prefer Not to Answer

Could you tell us your age

What type of device are you using for this test

Yes

No

Is this your normal device that you use everyday

If not what is your primary device

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 26

Website reviewLets review the website

Less than an hour

1 ‑ 2 hours

2 ‑ 3 hours

4 or more hours

How much time do you spend on the Internet a day

Yes

No

Do you SMS text to get information

5 ‑ Very Useful

4 ‑ Useful

3 ‑ Neutral

2 ‑ Slightly Useful

1 ‑ Not useful at all

How useful would it be for you to receive information via text

Yes

No

Do you pay per text

What is your cell phone service provider

Yes

No

Are you currently enrolled in social services

If so which one

Yes

No

Not applicable

Do you go on the internet to access social service benefits

If so can you tell us more about that experience

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 36

Review the homepage What do you think this Web site does

Click Espantildeol

Click Get Started

Click How mRelief Works

Click Contact Us

Click About Us

Click Press Release

Click Programs

Other

Explore the site Whats the first thing you do

Tell us more about the first thing you did

Go to the Programs tab and choose one that is relevant to yourneeds Which one did you choose

Go through the process of seeing if you are eligible and tell usabout your experience

Did you click on pop‑overs for additional information

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 46

SMS Text Review

Yes

No

Yes

No

Was this process easy

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

Check your eligibility via SMS Text hello to 1‑773‑377‑8946Which program do you find more information about

Go through the process of seeing if you are eligible and tell usabout your experience

Yes

No

Was this process easy

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 56

Overall Review

Please tell us how you might improve the application questions

Tell us about your eligibility and the resources provided What isthe next thing you would do with this information

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know what documents you need toprepare for an interview with a caseworker to receive publicassistance

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

Is it important for you to know why you do or dont qualify forpublic assistance

5 ‑ Very Important

4 ‑ Important

How important is it for you to know how much money you willreceive from public assistance before going to file with a caseworker

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 CUTGroup Test mRelief

httpssmartchicago2012wufoocomformscutgroup-test-mrelief 66

Overall review of the CUTGroup experience

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

5 ‑ Very Important

4 ‑ Important

3 ‑ Neutral

2 ‑ Somewhat Important

1 ‑ Not at all Important

How important is it for you to know how to file an application forpublic assistance

Yes

No

Do you like mRelief

Yes

No

Would you use mRelief in the future

In what ways would you improve mRelief

Yes

No

Do you like CUTGroup

Yes

No

Did you like this CUTGroup test

Anything else to add

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 12

Make $20 for a test of a social services website

Hi ltltFirst Namegtgt

Weve got a new opportunity for you to make money in the Civic User Testing Group(CUTGroup) by testing a social services website

This website helps residents check their eligibility for benefits in Chicago amp IllinoisWe want to know if this website serves your needs and how it can be improved

Are you available for a 30-45 minute in-person test on Thursday January 29between 330 - 730 PM If so please complete this form

We are in the process of gathering responses so we will be in touch to checkavailability and confirm that you are right for this test We are looking for about 20testers

For your participation you will receive a $20 VISA gift card Youll also help makebetter software for Chicago

Thanks for being a member of the CUTGroup As usual call or write with questions

Remember if you want to be a part of this test please complete this form

--

Daniel X ONeil(773) 960-6045doneilcctorg

Subscribe Share Past Issues Translate

3312015 New CUTGroup Opportunity Test a Social Services Website

httpus5campaign-archive2comu=085247dea37361c266002462campid=2450aca6abampe=[UNIQID] 22

Facebook Twitter Website

Creative Commons Attribution 30 Unported License 2015 Smart Chicago Collaborative unsubscribe from this list update subscription preferences

3312015 CUTGroup Test Social Services Website

httpssmartchicago2012wufoocomformscutgroup-test-social-services-website 11

CUTGroup Test Social Services WebsiteIf you would like to participate in the next CUTGroup test please complete this form We will follow‑up tocheck your availability and let you know if you qualify for this test

Smart Chicago values your online privacy and is committed to safe guarding the data you share with us andyour online privacy Our On‑Line Privacy Policy applies to data collected at wwwsmartchicago2012wufoocomdomain

Email

Yes

No

Are you available for an in‑person test on Thursday January 29 for30 minutes between 330 and 730 PM

Yes

No

Are you 18 years old or older

Where are you most likely to use the internet

Yes

No

Do you use a smartphone

Yes

No

Are you enrolled in any social services programs

What is the number of people living in your household includingyourself

What is your gross monthly income

3312015 Details for next CUTGroup Test of a Social Services App

httpus5campaign-archive2comu=085247dea37361c266002462campid=ece384e026ampe=[UNIQID] 12

Let us know when you could join us on Thursday for this test

Hi ltltFirst Namegtgt

Thanks for your interest in our CUTGroup test of a social services app Now that wehave our location nailed down wed like to know if you can still make it nextThursday and if so what time you want Here are the details

Thursday January 29 2015Between 400 - 730 PMChicago Public Library King Branch3436 S King Drive

If you can still make it on this night please let us know what time slot you wantby completing this form For your participation you will receive a $20 VISA gift card

There are limited slots available for this night and its coming up fast soplease let us know as soon as you can We will get back to you with aconfirmation of your time if you are chosen to do this test

If this location doesnt work for you or if you just cant make it on this night after allno big deal If you have any questions or comments just hit reply and let me knowwhat you think

Remember use this form to tell us about your availability

Thanks for being a member of the CUTGroup

--

Subscribe Share Past Issues Translate

3312015 Details for next CUTGroup Test of a Social Services App

httpus5campaign-archive2comu=085247dea37361c266002462campid=ece384e026ampe=[UNIQID] 12

Let us know when you could join us on Thursday for this test

Hi ltltFirst Namegtgt

Thanks for your interest in our CUTGroup test of a social services app Now that wehave our location nailed down wed like to know if you can still make it nextThursday and if so what time you want Here are the details

Thursday January 29 2015Between 400 - 730 PMChicago Public Library King Branch3436 S King Drive

If you can still make it on this night please let us know what time slot you wantby completing this form For your participation you will receive a $20 VISA gift card

There are limited slots available for this night and its coming up fast soplease let us know as soon as you can We will get back to you with aconfirmation of your time if you are chosen to do this test

If this location doesnt work for you or if you just cant make it on this night after allno big deal If you have any questions or comments just hit reply and let me knowwhat you think

Remember use this form to tell us about your availability

Thanks for being a member of the CUTGroup

--

Subscribe Share Past Issues Translate

3312015 Details for next CUTGroup Test of a Social Services App

httpus5campaign-archive2comu=085247dea37361c266002462campid=ece384e026ampe=[UNIQID] 22

Daniel X ONeil(773) 960-6045doneilcctorg

Facebook Twitter Website

Creative Commons Attribution 30 Unported License 2015 Smart Chicago Collaborative unsubscribe from this list update subscription preferences

3312015 CUTGroup Test Social Services Availability

httpssmartchicago2012wufoocomformscutgroup-test-social-services-availability 11

CUTGroup Test Social Services AvailabilityIf you would like to participate in our CUTGroup test of social services app please complete this form The testis Thursday January 29 between 400 ‑ 730 PM at the King Library at 3436 S King Drive

Email

Yes

No

Are you still available on Thursday January 29 2015 to attend thistest in person

400 ‑ 430 PM ‑‑ This time slot is now full Please chooseanother one Thank you

445 ‑ 515 PM

530 ‑ 600 PM

615 ‑ 645 PM

Sorry this day does not work for me

Which of these time slots would work for you Please select all thatmay apply and we will get back to you with your confirmed time

The test will last about 30 minutesWe will send an e‑mail confirmingyour time slot

• CUTGroup-13-mRelief-Results
• CUTGroup-13-mRelief-Tester-Responses
• CUTGroup Test_ mRelief
• New CUTGroup Opportunity_ Test a Social Services Website
• CUTGroup Test_ Social Services Website
• Details for next CUTGroup Test of a Social Services App
• CUTGroup Test_ Social Services Availability