Nonprofit Grant (NPG) Application – UX Research Case Study
Role: UX Researcher
Team: CTDS UX Research Team
Timeline: 2023
Methods: Discovery Research, 1:1 Moderated Interviews, Thematic Analysis
Project Overview
Research Type: Discovery Research
Focus: Government grant application process for nonprofit organizations
Background & Context
The Nonprofit Grant (NPG) is a critical funding source for nonprofits seeking resources in categories such as capital construction, technology upgrades, vehicles, and healthcare assets. Over seven funding rounds, applicants faced challenges from discovering opportunities to receiving award letters. Our goal: Map the applicant journey, uncover pain points, and identify opportunities to improve the experience.
State and federal grants are essential for nonprofits, yet Connecticut’s agencies still rely on separate, paper-based processes with no central digital system.
The Stakeholder hopes to work on the following 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
Pre-Submission: How applicants learn about grants, available guidance resources, and how eligibility/requirements are determined.
Submission: Frequency and process of applications, who writes them, and main challenges in completing them.
Post-Submission: How status is tracked, steps after award letters, and advice from experienced applicants.
Pre-Submission Stage
Limited Government Transparency
Finding 1: Limited Government Issue: Lack of clear communication about grant availability and timing
Evidence:
No direct notifications received
Reliance on informal sources for updates
Uncertainty about application periods disrupts planning
Impact:
Difficulty in budgeting and scheduling capital improvements due to unreliable funding information.
Lack of Educational Resources
Issue: Limited support materials for applicants
Evidence:
No webinars or documentation provided
Few contact options for questions
Insufficient time for applicant support
Participant Quote:
"I didn't necessarily had meetings, nor did I think they were held. I will say that with the staff there, at they, they were responsive..."
"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."
User's Response - Finding Grant Opportunities
"I didn't necessarily attend meetings, nor did I think they were held. I will say that with the staff there, at the organization, they were, they were responsive and obviously we're talking about the cycles prior to COVID."
User's Response - Education Resources
Submission Stage
Challenges with Word Count Limits and Question Clarity During Submission
Insight: Word count limits complicate the submission process, particularly when applicants face uncertainties about how to respond to questions.
Problem: The challenge of word count limits may stem from difficulties applicants have in fully understanding or addressing the questions.
“Sometimes it is hard to convey the bigger picture and accurately describe numerical values.”
“There are times when questions feel redundant, essentially asking the same thing in different ways.”
Submission Stage
A Statistical and Business-Oriented Perspective Creates Challenges for Grant Applicants
Grant writing requires a certain level of experience, especially in clearly explaining how the funding will create long-term impact. One of the key factors influencing grant success is the ability to demonstrate the value and outcomes of the project in concrete terms.
User's Response - Business Writing
User's Response - Word Count
Post - Submission Stage
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
"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"
User's Response - Tracking
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