A recap of the two-day conference focused on charting the course to excellence in digital benefits delivery hosted at Georgetown University and online.
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
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.
In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
The U.S. Department of Labor is working with states, territories, and the public to develop strategies to continuously improve the nation’s unemployment insurance (UI) systems.
This Code for America article discusses how tax filing can be a powerful tool for economic justice, highlighting efforts to make the tax system more accessible and equitable for low-income individuals.
Code for America CEO introduces the Safety Net Innovation Lab in a TED Talk, their initiative to work with state governments to reimagine and rebuild delivery of accessible and equitable benefits. This article also includes the video of Renteria’s talk and a transcript.
Important considerations for understanding user needs to inform responsive design in rapidly changing contexts are discussed, including how context, threat perception, decision-making, and crisis affects disaster management and UX research.
USDS partnered with CMCS and state Medicaid agencies to improve eligibility and enrollment systems after the COVID-19 Public Health Emergency ended, focusing on health coverage renewals.
