FRESH CONNECT
PRODUCE RX
Fresh Connect is a tech-enabled Produce Rx program which empowers people with financial flexibility to buy food they need to be healthy.
SUMMARY
Process First designed and implemented their internal platform, which is used to manage cardholders, cards, retailers, partner organizations, and data.
CHALLENGE
As the Fresh Connect program expanded, so did the complexity of its operations: manual card reloading, limited retail options, and a lack of insight into shopper engagement were beginning to limit impact.
At the same time, increasing expectations from healthcare clients and data security requirements put additional pressure on their internal systems.
approach
To help Fresh Connect scale effectively and sustainably, Process First partnered with them to strengthen their operations, technology, and reporting. The work focused on reducing manual processes, increasing program reach, and enabling data-informed decision-making.
Because of the uniqueness and newness of Produce Rx, we found that a custom build was the best choice for a bespoke and custom solution.
SOLUTION
Process First designed and implemented a unified internal platform used to manage shoppers, retailers, partner organizations, and program data. Building on this foundation, the team supported key technical transitions and strategic improvements, including:
DEBIT CARD INFRASTRUCTURE
Transitioned Fresh Connect from Square gift cards to restricted-use debit cards that reload automatically each month. This expanded the retail network and eliminated labor-intensive manual workflows like mailing and reloading cards.
BEHAVIORIAL NUDGES
Implemented automated text alerts reminding cardholders to spend their monthly benefits, encouraging higher engagement and more consistent produce purchases.
UTILIZATION REPORTING
Built out data tools and dashboards that track cardholder activity and fund utilization. This allows Fresh Connect to identify underperforming partners and collaborate with them to improve participation and outcomes.
CARDHOLDER SUPPORT
Created internal tools for the Cardholder Success team to identify and follow up with shoppers who just received their cards or haven’t used them—supporting stronger engagement and better results.
SECURITY + COMPLIANCE
Helped Fresh Connect manage and implement the technology and process changes required to achieve SOC 2 compliance, a critical milestone for maintaining and growing healthcare partnerships.
Looking ahead, Process First continues to support Fresh Connect in scaling its impact by making sure every layer of the system, from infrastructure to outreach, is designed to reduce friction and help more people access healthy food with dignity.
“We could not have built Fresh Connect without Process First. They’ve become a tightly integrated part of our team that brings strategic thought partnership in addition to their high quality, efficient, and mission-driven technology and design practice.”
– Josh Trautwein, CEO