Previously, Texans receiving EBT, SNAP, or TANF benefits were only able to view their balance and transaction history on the YTB website, without any ability to take action to manage their card. To manage their card, they were directed to call the help desk for tasks such as card activation, changing their PIN, reporting a lost or stolen card, or requesting a replacement.

On average, the Lone Star Help Desk Interactive Voice Response (IVR) received 13 million calls per month, with over 66% of those inquiries related to checking card balances. Additionally, 80% of website sessions that included a login involved a visit to the EBT Summary screen. The previous website design made it difficult for users to navigate to the balance display, highlighting the need for an improved experience that made this information easily accessible without requiring a call to the Help Desk.

YTB engaged with Deloitte Digital to bring these features into the redesign of the YTB mobile app, along with the redesign of the renewals feature.

One year prior to our redesign project, another Deloitte Digital team engaged with the Texas Health and Human Services department to conduct in-depth discovery work aimed at influencing HHS’s decisions on YTB’s features at a service level. Findings from the research included details on self-service successes, pain points, and future needs for the Your Texas Benefits website and mobile application. The research also provided synthesis of modes and mindsets, which helped inform our decisions.