Library
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Talent + Hiring Customer Experience Specialist
This is a job description for the role of Customer Experience Specialist from the Centers of Excellence.
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Talent + Hiring Head of Design
This is a job description for the role of Head of Design from the Canadian Digital Service (CDS).
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Talent + Hiring Customer Experience Architect
This is a job description for the role of Customer Experience Architect from the State of California.
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Talent + Hiring Service Designer
This is a job description for the role of Service Designer from the Canadian Digital Service (CDS).
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Talent + Hiring Customer Experience Analyst
This is a job description for the role of Customer Experience Analyst from the State of California.
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Talent + Hiring Senior Service Designer
This is a job description for the role of Senior Service Designer from the Canadian Digital Service (CDS).
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Talent + Hiring User Experience Designer (IT Specialist)
This is a job description for the role of User Experience Designer (IT Specialist) from the 18F.
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Talent + Hiring Design Director – Supervisory IT Specialist
This is a job description for the role of Design Director - Supervisory IT Specialist from the 18F.
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Human-Centered Design Improving Unemployment Fraud Reporting with User Research
User research + design kit in for improving the UI fraud reporting experience, available in English and Spanish
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Human-Centered Design Demystifying Inclusive Design: How to Design More Equitable and Accessible Products
Inclusive design means making design choices that take into account personal identifiers like ability, race, economic status, language, age, and gender. This resource walks folks through an introduction to inclusive design, focusing on accessibility and equity.
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Human-Centered Design Struggles and solutions: Insights into the SNAP Application Process from Illinois Outreach Workers and Applicants
mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
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Human-Centered Design Project Snapshot: The “Income Passport”: Income Verification for Gig Workers in Louisiana and Alabama
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.