Research, listen and make a better application form.
Over the next year, the Office of Personnel Management teamed up with the U.S.D.A.’s Food and Nutrition Service to follow LUMA’s core framework of Looking (methods for observing human experience), Understanding (methods for analyzing challenges and opportunities) and Making (methods for envisioning future possibilities). The team studied policies, guidance
documents and the four-page application form. They interviewed parents, caregivers and others involved with the program. They visited schools to see the National School Lunch Program in action and hear school perspectives. Next, they created
prototypes of a new application form, testing with users and iterating through 12 versions until they had a straightforward, one-page form parents could fill out – just in time for the 2015-16 school year.