Case Study · DC Resource Bridge
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1 year
Time since DC Resource Bridge launched
1,000+
Applications received
8+
Issue areas covered (with more planned)
The context: The DC Resource Bridge is a free way for DC residents to get legal help. DCRB processes legal intakes, speaks with applicants, and works to match them to free or low-cost legal help. Their website is often the first opportunity someone has to learn more about DCRB.
The problem: The DC Resource Bridge launched their website in the beginning of 2026, and began advertising for their services with flyers that promoted their website. However, the website was limited in the amount of information provided, and DC residents shared confusion about expectations and process.
The solution: Incorporating a new FAQ block with enhanced features via AI and custom code lets users better understand what the organization provides, and feel confident using it as a resource.
The result: Decreased the amount of follow-up calls from users (via stakeholder reports), and decreased confusion and frustration survey results by 42% (via Fillout analytics).
A few questions and answers exist in the default FAQ, but the website builder (Softr) had limitations in what information could be included. For example, there was no way to embed links into answers.
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problem
DC residents were confused about how DC Resource Bridge worked, and expected different resources than the organization provided.
solution
Enhance the FAQ section with more information, through AI and custom code, for clarity and transparency.
Custom code ensured all FAQs were formatted with bullet points and appropriate spacing for reading ease. Using the platform's agentic tool, I updated the plus/minus iconography on the original code block to up/down accordions, matching the previous FAQ design.
Custom code meant the client wasn't limited to a pre-structured FAQ block that didn't allow embedded text.
Adding hyperlinks helped users find additional resources more easily, a priority for a community resource like DCRB.
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Softr's native FAQ blocks didn't allow for hyperlinked text, so it required significantly more time to implement this new FAQ section, using AI and custom code. However, this initial time investment saved stakeholder time, because it decreased the amount of follow-up calls that DCRB staff received. In addition, DCRB is a community resource, so adding in additional resources was an important signal to users that DCRB is a network that works alongside other organizations.
Shipped a custom-coded FAQ block (replacing the site builder's default) that supports hyperlinked answers and accordion navigation: closed a real gap where the platform couldn't embed links
Reformatted answers with bullets and consistent spacing for scannability: directly addressed resident confusion about how DCRB's services and process work, which contributed to a decrease in follow-up calls (via stakeholder feedback)
Decreased confusion and frustration survey results by 42% (via Fillout analytics)
Coordinated on content copy with the client, continuing as needed
Site will use Weglot for translation, and will be monitored for accuracy
Monitoring survey results for frustration/confusion
Continued testing for responsiveness as more content is added
Raise the tech-stack conversation with the client earlier as a strategic flag, not just something to design around
Set up the translation QA process (Weglot accuracy) before launch rather than planning to monitor it reactively after