Case Study: Michigan 2-1-1 improves access to social services with Gravity Works

Michigan 2-1-1 launches a mobile-friendly site with Gravity Works and supports 105K calls in 2018

Michigan 2-1-1, a free service connecting Michigan residents with health and human service resources, faced a significant challenge. Their website was not mobile-responsive, which was problematic as the majority of their web traffic came from mobile devices. This made it difficult for users, often those in vulnerable situations, to navigate and access crucial services. They hired Gravity Works to undertake a web design and development project to address this.

Gravity Works designed and built a user-focused website with clear navigation, a prominent search functionality, and an interactive map. The solution prioritized simplicity to help users find resources quickly, even in emotional states. The new site made it significantly easier for residents to connect with services, though specific quantitative results from the redesign were not provided in the case study beyond the context of 161,000 requests handled in 2018.

Michigan 2-1-1