Designing with Community in Mind: Shaping San Francisco’s Mobile Benefits Center

Too often, accessing public benefits requires families to travel to offices during business hours, wait in long lines, and navigate systems that were designed around administrative convenience rather than client need. The San Francisco Human Services Agency decided to try something different. Their Mobile Benefits Center was built around a simple idea of bringing human services directly to communities that face barriers getting to agency buildings and was designed in close partnership with clients of different ages, backgrounds, and experiences, as well as frontline staff and community partners. This American Public Human Services Association practical case study covers what it means to design with communities rather than for them. It raises important questions worth asking about your own Temporary Assistance for Needy Families program: Where are clients actually located? What barriers are we asking them to overcome before they even walk in the door? And what would it look like to meet them there instead?