This field guide is for digital services and technology leaders working at the federal, state, or local government level. It describes a way of applying research approaches to strategic decision making across digital services.
Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
Ad Hoc has found that product operations can help scale impact by putting objective indicators at the center of product decision-making. The team has seen success in supporting product thinking at agencies like the Department of Veterans Affairs (VA), where they made it easier for Veterans to access employment and education assistance and for caregivers to receive needed support.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
