Benefits Journey: Applying + Enrolling
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Human-Centered Design Project Snapshot: The “Income Passport”: Income Verification for Gig Workers in Louisiana and Alabama
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
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Sprint 1 Report | Michigan Cross-Enrollment | Increasing cross-enrollment between unemployment insurance and supporting benefits in Michigan
This project documents the work of Civilla and New America to increase cross-enrollment between unemployment insurance and supporting benefits in Michigan. This project is one phase of a larger body of work led by New America to improve the claimant and staff experience with unemployment insurance across the country.
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Sprint 3 Report | Michigan Unemployment | Improving communication and messaging for unemployment insurance in Michigan
This project documents the work of Civilla and New America to improve the delivery of unemployment benefits for claimants in Michigan. This project is one phase of a larger body of work led by New America to improve the claimant and staff experience with unemployment insurance across the country.
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Sprint 2 Report | Michigan Unemployment | Improving the delivery of unemployment insurance benefits
This project documents the work of Civilla and New America to improve the delivery of unemployment benefits for claimants in Michigan. This project is one phase of a larger body of work led by New America to improve the claimant and staff experience with unemployment insurance across the country.
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Think Big, Start Small: How Implementing Flexible Interviews Improves Benefit Delivery
LA County and GetCalFresh made access to food assistance more equitable by offering a more flexible interview process.
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Communications Encouraging Uptake of Benefits with Psychological Ownership Messaging
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
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Human-Centered Design Simple Changes Can Make a Big Difference for Clients Accessing Government Benefits
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
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Human-Centered Design NYC HOME-STAT Research Insights Report
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
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Human-Centered Design NYC HOME-STAT Client Journey Map
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.
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Human-Centered Design 6-Month Update: Delivering on the President’s Commitment to Transform Customer Experience
President Biden believes that every American—regardless of where you live, where you work, or who you are—should have simple, seamless, and secure access to the Federal services they need. Over the past six months, we’ve gotten off to a fast start translating the President’s historic Executive Order on customer experience into action. Today, at the half-year mark, we have more key updates to share.
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Human-Centered Design Applicant Experience Journey Map
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
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CSNS Mecklenburg: Strengthening Community Relationship to End Child Hunger
This report outlines how the Mecklenburg County Department of Social Services (DSS) is leading an initiative to coordinate nutrition supports across government and community partners to streamline access to resources that improve food security for families in Mecklenburg County. Through this project, households experiencing food insecurity will not only have a better understanding of the resources and services available to them, but also will find it easier to apply for public benefit programs.