To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
Best practices for procuring and developing accessible tools that utilize artificial intelligence (AI) and how to ensure that they are in compliance with the Web Content Accessibility Guidelines (WCAG) 2.1 Level A and Level AA.
The Commonwealth of Massachusetts Executive Office of Technology Services and Security (EOTSS)
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.
This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.
