By Rae D. DeShong
Government Technology
(TNS)
Sept. 17 — With Social Security numbers as one of the highest value targets for identity thieves, it’s no wonder people pause when asked to provide one on a government form or benefits application.
This was one point made in a wide-ranging discussion during Wednesday’s FormFest 2026, where researchers from Code for America spoke about the types of form design that can make people hesitate to fill them out. The session, “Designing for Trust When Forms Ask Sensitive Questions,” looked at issues like asking for too much personal information, requesting Social Security numbers too early, requiring non-qualifying household information or asking poorly defined eligibility questions.
“Too often, in government applications, sensitive information is requested without an explanation as to why data is required or how it will be used,” said Laura Gonzales, a user experience research manager. “And what we found through our research is that providing this information when we need to request this sensitive information can be really powerful and important.”
Gonzales said that there are varied levels of sensitivity about personal data, with Social Security numbers causing particular anxiety due to fraud and identity theft. Filling out forms in a public space can also be stressful when sensitive information is involved.
In fact, the Identity Theft Resource Center reports that Social Security numbers are one of the highest in-demand data points by criminals because they can be used to open financial accounts, file fraudulent tax returns and access benefits. They are, however, also needed for an individual to legitimately file state taxes, apply for public assistance, get a driver’s license or obtain a birth certificate.
So, how should agencies deal with sensitive information that needs to be entered on their forms? Sahoko Yui, a qualitative research manager, gave design recommendations that the team has tested and helped implement with state agencies.
First, avoid asking for a Social Security number if not needed, or make the field optional. Agencies should explain why the number is being requested and mask all but the last four digits once it is entered.
Timing can matter, too. For example, a benefits application can wait to ask for a Social Security number until an applicant appears likely to qualify, rather than making it one of the first questions. Questions about other household members can also seem invasive, Yui said. She recommended avoiding non-essential data collection, explaining why information is needed and clearly marking required fields.
Platform data can help agencies identify the points where applicants begin dropping off, while interviews can provide more context about why certain questions or fields are causing problems.
“We’ve seen client hesitation and discomfort come up during interviews, even when the sensitive topic itself was not the focus of our research,” said Marie Perrot, a staff user experience researcher with Code for America. “And this type of learning provides an amazing opportunity to rethink how a sensitive topic is approached and dive deeper with further research into questions and fields that may be causing drop off or otherwise negatively impacting the client experience.”
Parrot said sensitivity can extend beyond Social Security numbers to questions about language, location, income and household size, depending on an applicant’s circumstances and past experiences.
Presenters at the event also took a deep dive into language, culture and how certain terms can be problematic upon translation. They encouraged agencies to seek feedback from applicants after they complete forms and use that research to identify questions or wording that may create unnecessary friction.
Photo credit: rawpixel.com/Freepik
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© 2026 Government Technology. Visit www.govtech.com. Distributed by Tribune Content Agency LLC.
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