This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
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
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.
For the Digital Service Network’s (DSN) final installment of its summer event series, Let’s Get Digital, we heard about New York State’s (NYS) human-centered design (HCD) journey and how relationships between leadership and digital service teams have been pivotal in advancing user-centric service delivery.
The “Start Small” approach encourages agencies to begin with targeted, manageable improvements in their WIC application process before expanding changes more broadly, fostering easier implementation and measurable early successes.
This mainstage session from FormFest 2024 included conversations about form design, accessibility, user experience, and data collection to show how good forms can build trust and confidence in government.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
