Recovering from a disaster
I was really frustrated with all the paperwork and having to prove I needed help.
I told the case worker, 'I’ve already lost everything; haven’t I shown you enough to show you I’m deserving? Do you not trust what I’m saying?'
After receiving funds from FEMA, a son and daughter start work to rebuild their father’s home damaged by Hurricane Maria. They are starting the process by salvaging what they can until contractors, who are in high demand, can begin building a stronger concrete home.
FEMA/K.C. Wilsey
Where we are
An increasing number of Americans face natural disasters each year, yet they often lack the support necessary to fully recover.
When a natural disaster hits, survivors face the painful task of putting the pieces of their lives back together. They must care for basic needs and keep businesses going while enduring stress and trauma. On top of this, people must manage multiple bureaucratic processes with competing guidance, a confusing and frustrating journey at a moment when people expect government to show up and help.

1 Source: FEMA

Our approach
To start, we listened to people’s stories.
The Life Experience research team spoke with people nationwide about this moment in their lives and where the government process could have been simpler and more helpful. The listening sessions captured honest conversations about peoples' experiences, candid feedback on what could have worked better, and what really made a difference for them. Their stories have been combined and are represented here through illustrations. The quotes are real, but names have been changed.











The team conducted interviews in-person, virtually, in English, and in Spanish. Participants included people from twelve states and territories who have experienced hurricanes, tornadoes, and wildfires and represented various backgrounds—including low-income renters and home owners, parents, the elderly, new immigrants, veterans, and people with disabilities.
The team spoke with:
- 43 survivors
- 22 frontline staff
- 16 government / nonprofit staff
Discovery insights
Framing for collective thinking about customer pain points
How might we support survivors by minimizing the burden of navigating multiple applications?
How might we better design our information, interactions, and services for people who have endured a traumatic experience and may have ongoing stress?
How might we improve and coordinate our communications about the full range of Federal programs for the general public and small business owners alike?
Next steps
Teams are currently working on identifying and scoping projects to move into the design phase. Please check back on this page in the coming months for updates.
Project Documentation
- Project Charter
- Project One-Sheet
- Customer Journey Map & Stories
- Information collection approved under OMB Control #3206-0276
- Life Experience Initiative Summary
- Executive Order 14058
- President’s Management Agenda
Agency collaborators
- General Services Administration
- Department of Housing and Urban Development
- Department of Agriculture
- Office of Management and Budget
- Department of Health & Human Services
- Small Business Administration
- Department of the Interior
- Department of Commerce
- Department of Homeland Security