This exercise engages participants in selecting the most and least clicked website menu items by marking their choices with stickers, followed by a group review to compare assumptions with actual data.
Montgomery County Public Library (MCPL) Digital Strategies Team
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 team developed an AI solution to assist benefit navigators with in-the-moment program information, finding that while LLMs are useful for summarizing and interpreting text, they are not ideal for implementing strict formulas like benefit calculations, but can accelerate the eligibility process by leveraging their strengths in general tasks.
In December 2024, the Digital Benefits Network released an updated open dataset on authentication and identity proofing requirements across various public benefits applications to highlight best practices and areas for improvement in identity management.
This session from FormFest 2024 focuses on accessibility, featuring British Columbia’s work to improve legal form usability and tips from the Wisconsin Department of Public Instruction on making forms more accessible overall.
This brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.
This report details the development and deployment of My File, an open-source digital document management tool designed to help individuals securely store and share documents needed to access public services.
This blog discusses a resource developed by the Digital Service at the Centers for Medicare & Medicaid Services (CMS) to assist individuals in navigating mental health, drug, or alcohol issues and connecting with appropriate support services. ​
U.S. Department of Health and Human Services (HHS)
