SBA.gov disaster support

Description

During late fall 2024, several natural disasters struck various parts of the United States. Along with the physical and emotional damage, survivors were subjected to cognitive overload when looking for SBA disaster loan information. 

SBA Recovery Centers serve to help with disaster loan applications and answer questions. Each state offers Recovery Centers designated by county, with different Centers serving different purposes. As my team fielded Web Support requests for information, we discovered that Recovery Center contact information was difficult to find. 

We knew this wasn’t sustainable. This information needed to be readily-accessible and clearly-stated.

Strategy

To reduce mental load on the user, my team created a page specific to Recovery Centers that includes: 

• Definitions of each type of Center and what services they offer

• Current contact information for each active Center

• Closing and opening dates for Centers

My role

• Assisted with initial copywriting and translation efforts for Recovery Center definitions

• Update Recovery Center page with most recent info as requested in Web Support

• Translate new copy as needed

Cover photo by Kelly Sikkema on Unsplash.
Screenshots below taken February 2025.

First screenshot is the former Recovery Center locations page on SBA.gov, cropped slightly for size. SBA recently upgraded the user experience for Recovery Center appointments from an informational page to its own scheduling site. You can see the old webpage via the Wayback Machine.