When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
Better designs should never come at the cost of another person’s wellbeing. Informed consent is a fundamental part of an ethical research program, which respects participants and protects them from harm.
This is a community-based project focused on creating and maintaining a resource for researchers and research operations specialists that will empower people to find out not only what tools are being used, but also in which industry, by what size of teams, and where in the world.
Through our research understanding the government digital service field and what workers in this field need, we want to help strengthen those existing roles and establish more pathways for promotion and career support, as well as help other teams recognize the value of these skills and create new roles.
