Most ADA paratransit applications weren’t designed for the world agencies operate in today.
They were built in a paper-first era, when applicants printed forms, filled them out by hand, and mailed or dropped them off. At the time, collecting as much information as possible upfront made sense.
But that design didn’t stay static.
Over time, applications were copied from other agencies, expanded to meet new requirements, and adjusted to handle edge cases. Questions were added but rarely removed.
You can see the result across paratransit offices today.
Many applications run 8 to 12 pages and require every question to be answered or risk rejection. Some include detailed medical history, even though eligibility is based on functional ability. Others ask overlapping questions like describing a disability, explaining transit limitations, and listing mobility aids. All valid, but often redundant without clear structure.
From a behavioral perspective, this creates a problem.
Long, complex forms increase cognitive load. Applicants must hold more information in working memory while interpreting questions and deciding how to respond. For individuals already managing physical, cognitive, or sensory challenges, this becomes overwhelming quickly.
When cognitive load is high, people are more likely to skip questions, provide inconsistent answers, or rely on guesswork. This is not a motivation issue. It is a design issue.
Some applications also include demographic questions, like race, within the main form. Even when well-intentioned, placing these alongside eligibility questions can create uncertainty about how the information is used and increase perceived risk in the process.
The result is an application that generates more noise than clarity. Staff spend more time reviewing, interpreting, and following up and less time focusing on the content and how they can best serve the applicant.
Designing an application for today should focus on reducing cognitive load by asking only what is essential and making it easier for the applicant to provide accurate information.
This is where tools like GetGoing can help. During onboarding, our team works with you to review and refine application and interview questions, ensuring each one serves a clear purpose. Guided prompts support both staff and applicants through the process, while data validation reduces skipped or incomplete responses. Conditional logic allows questions to appear only when relevant, keeping the experience focused and easier to complete.
If you were designing your application from scratch, what would you keep?