Equity in Assistance? Usability of a U.S. Government Food Assistance Application

Abstract

This article focuses on the quantitative phase of a multiphase mixed methods study investigating adults’ and families’ access to government food assistance. The research evaluates participants’ comprehension of, and ability to, adequately complete authentic complex texts—national food assistance application documents. Summative usability testing of the Supplemental Nutrition Assistance Program application was conducted with 12 adult participants in divergent literacy learning subgroups: 6 adults enrolled in adult literacy classes and 6 adults enrolled in a doctoral program in education. Protocol analysis and extended think alouds were used to evaluate the materials. Individual sessions were audio/video recorded and types, kinds, and rates of error metrics were compared by subgroup. The completion rate without critical errors for doctoral and adult literacy students was 66.6% and 0%, respectively. Results indicate significant concerns with the usability and comprehensibility of food assistance applications and point to the importance of including educationally/linguistically diverse participants in the usability/evaluation process for government assistance applications to prevent further marginalization.