“Understanding the Client Experience” is a case study conducted in Oregon which seeks to better understand and reduce the barriers to participation in SNAP. Through the “secret shopper” approach, barriers to program participation were identified and SNAP enrollment was improved. The case study provides a model for finding out how information is conveyed at the SNAP offices while identifying any potential confusion or burden on the client. This is useful article for organizations or agencies who may want to borrow the secret shopper approach to improve SNAP outreach.