This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
The federal government is working to improve customer experience through human-centered approaches, as seen in the 2021 executive order establishing interagency teams to focus on pivotal life experiences. Lessons learned from these efforts emphasize the importance of embracing risk, fostering partnerships, and keeping end users at the center of the design process to enhance the delivery of government services.
