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 project overview presentation outlines a digital initiative focused on evaluating and addressing the digital divide through expanded broadband access, devices, and digital literacy programs.
The Digital Benefits Network at the Beeck Center for Social Impact + Innovation at Georgetown University and Public Policy Lab co-hosted a webinar presenting breaking research on beneficiary experiences with digital identity processes in public benefits.
A profile on FormFest speaker Karissa Minnich, a civic design manager with The Lab @ DC, whose innovative approach to redesigning government forms has transformed paperwork into a model of human-centered design.
The Digital Services Network (DSN) spoke with Connecticut’s digital program manager, Max Gigle, and Director of Digital Government and Operational Excellence David Labbadia, to learn more about the team’s human-centered approach to developing Business.CT.gov as the first step on the path toward an “all-digital government.”
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
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.
In response to the COVID-19 crisis, the federal government authorized a new emergency program, Pandemic EBT (P-EBT), to replace school meals with money for groceries while schools are closed. Code for America describes its efforts to launch an accessible, online P-EBT application under an accelerated timeline due to to immense demand caused by the pandemic.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
