Rachael Zuppke works at the intersection of human-centered design and administrative burden, using qualitative methods to examine how people navigate public systems. Her research looks at how government communicates with the public through forms, notices, online channels, and in-person interactions. She is interested in how the design and delivery of information shapes whether people perceive public systems as biased, distrustful, or unwilling to help, and how third-party navigators or advocates influence these dynamics.

This research is grounded in years of frontline practice. As a paralegal at Legal Services of South Central Michigan, Rachael helped people navigate eviction defense proceedings and apply for and maintain public benefits including food assistance, Medicaid, and Social Security disability benefits. She has since consulted with courts and legal practitioners to redesign and implement large-scale public information projects.

Rachael is a Research and Engagement Strategist with the Better Government Lab, a joint research center of Georgetown University and the University of Michigan, which studies how to reduce administrative burdens and make public services more accessible. She holds a Master of Science in Information and a Bachelor of Fine Arts, both from the University of Michigan.