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.
This Issue Spotlight explores the challenges that recipients of public benefits programs offering cash assistance encounter in accessing funds through financial products or services, with a specific focus on assistance provided on prepaid cards.
The Center on Budget and Policy Priorities (CBPP) report discusses how reducing administrative burdens in Medicaid can enhance health outcomes and promote racial equity.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents.
Plain language unemployment insurance claimant notices developed in collaboration with state agencies to serve as models of clear, accessible communication.
This report analyzes how administrative burdens in SNAP caused one in eight working-age adults to lose benefits in 2024, with future federal policy changes expected to worsen disruptions
This economic analysis article examines how state-level policy variations have created increasingly wide disparities in Unemployment Insurance (UI) benefit levels and access.
This guide addresses technical and engineering requirements for a text messaging program, including texting platform options, and procurement and vendor management, among other technical implementation topics.
This case study describes how Nava is working with the General Services Administration, Fearless, and the U.S. Postal Service to design, build, and deliver a new in-person identity verification service to nearly 20,000 USPS locations
