Case Study: Code for America achieves 32% improvement in pre-trial success with UserTesting-powered ClientComm

Code for America keeps people out of jail by improving outdated communications system

Code for America is a national nonprofit that helps modernize government services through user-centered design and technology. Faced with an outdated communications system—reliance on landlines and mailed notices—many people on probation or pre-trial supervision missed critical rules and court dates, contributing to high rates of non-compliance and re-incarceration. The organization set out to streamline communications to improve outcomes and reduce unnecessary incarceration.

They built ClientComm, a simple web app that lets probation officers text clients from any device and easily update contact information and notes; UserTesting was used to refine usability for diverse users. In a Salt Lake County pilot, ClientComm produced an 8x increase in monthly communications, saved about 5 hours per officer per week, and drove a 32% improvement in pre-trial success—results that are now being expanded to other jurisdictions.

Code for America

Manya Scheps

Senior Product Manager