A question has come up on where means testing comes in the triage process. I think the model is the LSC websites, which do not do means testing.
To be more precise, people should be able to go through the whole system without being means tested, until it gets to the point that whether you meet program’s requirements actually matters.
I suppose the only exception might be when the vast majority of users are either income eligible or not income eligible, in which case it might be good to identify any clear exceptions to the general flow of choices.
As a general matter, sinding the message that this is an overall 100% system is critical.
By the way, some people have pointed out that one downside of the phrase 100% for the public is that it might be interpreted as meaning that everyone gets every service — the antithesis of triage, of course, and perhaps perceived as frighteningly expensive.
So we need to think about wording, but I love how the number 100 emphasizes both universality and accountability.