This FormFest profile examines how Massachusetts’ Department of Early Education and Care is modernizing its child care benefits system through human-centered design, making verification and application processes simpler, more compassionate, and more efficient for families and staff.
This section of the Building Resilience plan outlines strategies to help states modernize outdated unemployment insurance (UI) IT systems, making them more modular, secure, fraud-resistant, and user-centered.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This workshop summary provides practical guidance for web developers and designers on implementing accessible web design practices, emphasizing the importance of inclusivity and usability for all users.
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.
