Challenge 

The Supplemental Nutrition Assistance Program (SNAP) is a U.S. government initiative that provides food assistance to low-income individuals and families. When an e-commerce client sought to enhance inclusivity by integrating SNAP into their digital shopping experience, they turned to Sentier for expertise. They wanted to better support a diverse customer base by making essential groceries more accessible and affordable. 

While using SNAP in-store is straightforward for customers, translating that simplicity into a seamless digital experience, while meeting regulatory requirements presented unique challenges.  

Key hurdles included: 

– Indicating SNAP-eligible items 

– Integrating Electronic Benefit Transfer (EBT) payments alongside traditional methods 

– Designing an intuitive and familiar checkout flow 

Sentier’s Solution 

With a focus on preserving the familiar design language for customers and an Agile-driven, rapid deployment strategy, Sentier addressed the client’s problem with a three-step plan. 

Comprehensive analysis of the current user journey  Sentier conducted an in-depth review of the retailer’s cart, checkout, and account pages, identifying key touchpoints where EBT functionality could be naturally integrated. The goal was to embed SNAP requirements seamlessly into the existing flow—minimizing friction while enhancing usability. 

Integration of EBT payments  Instead of creating a separate EBT-specific payment interface, Sentier extended the current credit card design to support EBT cards, while also adding government-required features, such as checking the balance of EBT cards. This approach maintained visual consistency, ensuring SNAP users encountered a familiar experience while accessing essential functionalities. By treating EBT integration as an extension of the existing system rather than an isolated feature, the solution ensured all users—regardless of payment method—felt equally supported. 

Account for all user scenarios  Adding a new payment method introduced complexity, requiring a proactive approach to handling edge cases and error states. Sentier meticulously mapped out user flows, anticipating potential issues SNAP users might encounter. This ensured a seamless and frictionless experience, allowing SNAP users to shop with confidence from browsing to checkout. 

Results & Impact 

Sentier delivered clear documentation and precise guidelines that allowed the client to eliminate ambiguity and simplify the implementation of SNAP into their digital shopping experience. By proactively identifying challenges and defining solutions, EBT integration functioned seamlessly within the client’s platform while meeting government regulatory requirements. This approach not only enhanced usability but also minimized disruptions, allowing the client’s customers to effortlessly navigate the payment process without unnecessary friction or confusion. 

The implementation led to a remarkably quick USDA testing process, which took less than a day. USDA officials reported that it was "one of the smoothest tests they’ve ever conducted." The project’s success prompted the client to expand the same integration to their other e-commerce platform, reinforcing the adaptability and user-friendliness of Sentier’s solution. 

If you are navigating similar complexities in your user experience, gain the clarity you need to make confident decisions that drive real impact. Let Sentier help you create a seamless, intuitive experience that not only enhances accessibility but also boosts compliance and customer satisfaction. Reach out to us today to discover how we can support your goals!