When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
NYC Opportunity collaborated with the Administration for Child Services (ACS) to design a family-centered process for prevention services, addressing confusion and lack of choice in the current system. By creating tools like the Provider Profile and Family Voice booklet, the team empowered families to choose providers based on their needs while ensuring their feedback reaches ACS. The project aims to improve family experiences and communication with ACS, with plans to expand through testing and future innovations like a web portal.
HOME-STAT partners existing homeless response and prevention programs with new innovations designed to better identify, engage, and transition homeless New Yorkers to appropriate services and, ultimately, permanent housing.
This article examines the matrix of vulnerabilities that low-income populations face from the widespread collection of big data and predictive analytics.
A practical guide that helps agencies choose appropriate acquisition strategies for digital projects based on their maturity with modern delivery practices.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
ACCESS NYC is an online public screening tool that residents can use to determine the City, State, and Federal health and human service benefit programs for which they are eligible.
The DigitalGov Usability Starter Kit offers a comprehensive collection of tools and templates designed to assist in creating user-centered digital experiences.
