Dear changemaker,

I believe that the greatest agent of change is a powerful story. Stories make us sit up and listen, they activate our hearts and minds, and they move us to action. This is why storytelling is such a powerful tool in the design process.

In our work with the Washington State Department of Commerce, we listened to stories from residents across the state. We heard that public benefits programs (such as the low-income energy assistance program that the state was exploring) were often a deeply demoralizing experience. People recounted moments of judgment, which reinforced the shame that was already internally felt. One person said, “We are fighting these fights [to get support] every day. We don't want to be on assistance for the rest of our lives, but it does help.” 

Hearing stories like these helped us define program principles around dignity, accessibility, and responsiveness. The team embedded program features that address these needs, such as multilingual support, as well as special services for seniors, veterans, and returning citizens. 

To bring these features to life, we crafted…a story, of course! Our narrative report follows three characters through the experience of engaging with the future program. It shares rich information in a digestible way. Nearly two years later, our client still uses these materials to inform policymakers.

See the Case Study >

The next time you encounter a tricky design challenge, ask yourself: how might you frame it through the lens of storytelling?