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.
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.
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 nation’s long-term care system has struggled for many years, and those constraints are expected to deepen as our nation ages. In 2019, Washington State became the first in the United States to pass legislation that would enable a public state-operated long-term care insurance program, the Washington Cares Fund. We conducted research with the goal to identify concrete ways for Washington State to implement this fund so that it is accessible to all and it supports living-wage jobs for care workers. In this report, we discuss our research methods, we present personas of individuals seeking long-term supports and services from the Washington Cares Fund, and we offer a list of recommendations that, while intended for Washington State, we see as applicable to other states that will embark on offering similar long-term services to residents.
COVID-19 has highlighted the central role that technology plays in delivering essential services such as food, housing assistance, and unemployment insurance. How that technology is designed can make the difference between receiving or being denied the public benefits people are eligible for. The social safety net has been remade on the fly in response to COVID-19, but temporary patches to our systems aren’t sustainable. A growing field of tech-enabled safety net organizations have begun building tools that apply modern digital technology to the safety net. Getting people the services they’re eligible for requires the government to create policy and build technology that are inclusive, portable, interoperable, and people-centric. Read our new field scan, “Building the Tech-Enabled Safety Net” to understand a dozen fintech and civic tech organizations working across fourteen safety net programs and showing what’s possible when modern technology is married to a consumer insights perspective.
Our work with Pennsylvania to implement user experience and user interface changes shows that innovation can be easier to implement than it might seem.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
President Biden believes that every American—regardless of where you live, where you work, or who you are—should have simple, seamless, and secure access to the Federal services they need. Over the past six months, we’ve gotten off to a fast start translating the President’s historic Executive Order on customer experience into action. Today, at the half-year mark, we have more key updates to share.
Design justice rethinks design processes, centers people who are normally marginalized by design, and uses collaborative, creative practices to address the deepest challenges our communities face.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
