Business Need:

The HEMAP Help Center is a public legal assistance application designed to allow Pennsylvania residents to take advantage of a state-run program (the Homeowners' Emergency Mortgage Assistance Program) that offers money to homeowners who are in danger of losing their homes. The application process (hard copy form) was problematic as users often did not properly fill out the form nor bring proper supporting documentation to the processing center, resulting in frequent rejections. Mental Models was asked to redesign and integrate legal counseling within the process.

Key Contributions:

This is an example of a very low-tech application, but one that is extremely valuable to people requiring mortgage assistance so that they don’t lose their homes. The goal was to use the internet in a simple manner to help people who have little access to it and are typically not tech-savvy.

The design addressed several requirements. In order to make the complex form easier and less overwhelming to fill out, it was decomposed into simple step-by-step screens. Applicants could request legal help while filling out the form; this was especially critical for the difficult unstructured questions. Lawyer volunteers could access applicant forms online and insert advice; applicants could then view feedback and make appropriate changes. Once the applicant had completed the form, the system provided next steps, including where to find a processing center and what supporting documentation to bring.

The system was designed to be low-tech and lightweight. Applicants typically did not have their own PCs and thus used public computers. As such, the system required minimal functionality: basic browser capabilities and a PDF Reader, common even on public machines, for printing completed applications in a manner suitable for submission to the proper government agencies. Simple admin functions were also provided for administrators to manage volunteers and view reports. The system is currently hosted and managed by Mental Models.

Mental Models is committed to furthering use of the web for meaningful purposes beyond commerce; The HEMAP Help Center is one of several clients Mental Models works with at reduced rates or pro bono hours to support their worthy efforts.

HEMAP Help Center Public Assistance Home Page
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