Nonprofit Grant (NPG) Application – UX Research Case Study
The Connecticut Digital Services (CTDS) conducted user research to understand the grant application experience for nonprofit organizations applying for state funding. This case study examines the pain points and challenges faced by grantees throughout the application process, from initial awareness to post-award management.
Project Overview
Research Type: Discovery Research
Focus: Government grant application process for nonprofit organizations
State and federal grants serve as vital financial resources for nonprofit organizations, supporting everything from capital improvements to healthcare assets. Connecticut's government agencies currently operate independent, paper-based grant processes without centralization or digital integration.
CTDS proposed creating a centralized digital portal for grant applications, but lacked insight into the current applicant experience. This research aimed to identify pain points and core needs in the existing grant application process.
Through the Stakeholder Interview, they discuss relatively three main areas:
Improve the Grant Application Experience
Research and improve how the State of Connecticut can improve the Grant applying process
Affected Business
What is the prespective from the Business that is applying for the grant?
Technological Improvement:
What are the areas of improvement, whether it be education or the grant website, that can be enhanced by technology?
Recommendations
What recommendation can ux research bring to the table to improve the Grant Applicaiton.
Research Objectives
Primary Goal: Conduct discovery research to understand applicant/grantee experiences throughout the grant application lifecycle.
Key Focus Areas:
Pre-submission challenges and information gathering
Submission process difficulties
Post-submission tracking and communication gaps
Methodology
Participant Criteria:
Must have applied for, received, or benefited from a government grant within the past 5 years (2017-present)
Legal adults (18+ years)
Representing nonprofit organizations
Research Format:
Remote 1-on-1 interviews via Microsoft Teams
Moderated sessions with note-takers and observers
Semi-structured interview guide covering three application stages
Key Research Questons
Through an interview conversation with stakeholder,
Pre-Submission
How did participants learn about available grants?
What resources were available for application guidance?
How did organizations determine grant eligibility and requirements?
Submission
What is the typical grant application frequency and process?
Who is responsible for grant writing within organizations?
What are the main challenges during application completion?
Post-Submission
How do organizations track application status?
What happens after receiving an award letter?
What advice would experienced applicants give to newcomers?
Pre- Submission Stage
Finding 1: Limited Government Transparency
Issue: Inadequate communication about grant availability and timing
Evidence:
No participants reported receiving direct email notifications from OPM about grant availability
Organizations rely on third-party sources (Connecticut Alliance of Nonprofits, Google alerts, word-of-mouth)
Uncertainty about when applications open creates budgeting and planning challenges
Impact: Organizations struggle to plan capital improvements and budget allocation without reliable advance notice of funding opportunities.
Finding 2: Lack of Educational Resources
Issue: Minimal support materials provided by granting agencies
Evidence:
No webinars, documentation, or educational materials offered
Limited points of contact for questions
Insufficient time allocated for applicant inquiries
Participant Quote:
"I didn't necessarily attend meetings, nor did I think they were held. I will say that with the staff there, at the OPM, they were responsive..."
What our users say
Finding Grant Opportunities
"In terms of Grants, that grant is a critical funding to support and other capital improvement. We don't have other funding."
"It may have been through the Connecticut Alliance, an email they sent out. I can't remember exactly where it came the first time."
Surprise Funding Rounds
"I got a surprise email stating that I have received the grant award. It was great that money came, but it was out of the blue"
"Sometimes our grant applications. It didn't make the cut, so they would send to the second rounds."
Lack of Resources
"I didn't necessarily attend meetings, nor did I think they were held. I will say that with the staff there, at the OPM, they were, they were responsive and obviously we're talking about the cycles prior to COVID."
Submission Stage
Pre-Submission Stage
Finding 1: Limited Government Transparency
Issue: Inadequate communication about grant availability and timing
Evidence:
No participants reported receiving direct email notifications from OPM about grant availability
Organizations rely on third-party sources (Connecticut Alliance of Nonprofits, Google alerts, word-of-mouth)
Uncertainty about when applications open creates budgeting and planning challenges
Impact: Organizations struggle to plan capital improvements and budget allocation without reliable advance notice of funding opportunities.
Word Count Issues
"thank you for clarifying that because that's what I I couldn't remember. I couldn't remember if it had a limited word pump with no absolutely not that"
Business Writing
"Try taking it out. That's a really yes. That's a really good point. And I think that."
Submission Stage
Finding 5: No Application Status Tracking
Issue: Complete lack of transparency in review and decision timeline
Evidence:
No portal, email updates, or website tracking available
Applicants resort to checking external websites (Biznet) for information
Uncertainty about award timelines affects contractor relationships and project planning
Status Tracking Issues
"I had put my originally registered allied for the apartment administrative services. And so we would get notifications everything I signed up for and so the original nonprofit grant program. Announcements came out over that,"
"BE TRANSPARENT ABOUT THE DUE DATES"
Enhance Communication Strategy
Establish direct email notification system for grant availability
Create standardized timeline announcements
Improve transparency around funding rounds and cut-off procedures
Develop Educational Resources
Create application templates and guides
Offer grant writing workshops and webinars
Provide financial planning assistance for nonprofit organizations
Implement Status Tracking System
Provide estimated timeline for review and decision processes
Create online portal for application status updates
Send automated email notifications at key milestones