BIA was the first partner to test MyFriendBen and have integrated the tool into their workflow
Benefits In Action (BIA), which has offices or co-location sites across the Denver and Colorado Springs areas and serves all Coloradans online, is focused on providing and connecting individuals with essential benefits and resources. The organization’s team of benefit navigators serve a wide range of people by helping them access and navigate various government benefit systems. Given their experience, expertise and reach, BIA played a foundational role in the early testing of MyFriendBen prototypes, serving not only as a critical user of the tool but also as an engaged co-designer. This partnership continues today with MyFriendBen integrated into BIA’s online scheduling system, and BIA resources and support shared with every MyFriendBen user.
Partnership Highlights
- Early and close testing and feedback on MyFriendBen prototypes
- Seamless integration into BIA’s client scheduling workflow
- Increased efficiency and clarity for BIA benefit navigators
Early Partnership and Co-Design
During the initial beta phase, BIA navigators and clients provided structured and informal feedback that directly shaped the user experience. Their input spanned from assessing mobile responsiveness and browser compatibility to identifying areas of user confusion in the questions. For instance, an early version asked about household expenses for each member—including children—prompting feedback that led to the adoption of a more logical, consolidated expense question.
One of the most impactful early changes stemmed from BIA’s input regarding how results were presented. Originally, program eligibility information was shared in an Excel spreadsheet. Those early reports were difficult to view on mobile devices and not user-friendly. Based on BIA’s client testing and navigator feedback, MFB shifted to a sleek, intuitive results page that offered a vastly improved experience. This collaborative development approach highlights BIA’s influence not just as a user, but as a strategic design partner instrumental in creating a product that empowers end users with greater clarity and confidence.
MyFriendBen is like a traffic cop—getting people to the right navigator quickly and giving both sides a head start.
— Jane Barnes, Executive Director, Benefits In Action
Seamless Integration and Workflow Improvements
The partnership between MyFriendBen and Benefits in Action matured into a fully integrated workflow that has tangibly improved BIA’s service delivery. A technical backend integration allows data collected via MyFriendBen to flow directly into BIA’s internal database. When clients schedule navigation appointments through BIA’s website, they are prompted to complete MFB’s screener first. The resulting data is immediately available to BIA navigators, who can tailor conversations and pre-screen eligibility based on real-time, client-specific insights.
This integration has significantly increased operational efficiency. Intake coordinators now spend less time extracting and clarifying information, and more time directing clients to the right navigators based on eligibility for programs such as SNAP, Medicaid or LEAP. For example, when someone goes to BIA for assistance applying for Medicaid, they now have the option to complete MyFriendBen and get assistance with multiple benefits, which they may not know about. As one staff member put it, MyFriendBen has “foolproofed” early intake — reducing confusion, debunking misinformation, and empowering clients to come into appointments with confidence and clarity.
People call us in crisis. When someone picks up with compassion and says, ‘It’s going to be okay,’ that’s everything.
– Rachel Wise, Marketing and Outreach Manager, Benefits in Action
Complementary Value and Client Empowerment
This collaboration has clarified MyFriendBen’s distinct and complementary role for benefit navigators. MyFriendBen acts as a digital “traffic cop” that helps route clients to the appropriate support and demystifies a complex benefits landscape. Clients often come to BIA overwhelmed or misinformed, but MyFriendBen equips them with a baseline understanding of their eligibility, which builds trust and speeds up service.
This synergy has allowed BIA to maintain its signature empathetic approach—helping people not just understand what they qualify for, but also walking them through the full lifecycle of applications. From assembling documents to completing forms and submitting to counties, BIA’s navigators serve as trusted guides. MyFriendBen helps pave the path, allowing clients to arrive prepared and ready to engage.
