The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
This post explores the lessons learned and opportunities for improvement from USDR's research on families' experiences as they navigate the child care journey.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you conduct a successful usability test, from coordinating with participants to analyzing your findings.
The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
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.
This article discusses Code for America’s research into the user experience of applying or Medicaid, SNAP, TANF, WIC, and LIHEAP in the United States. They found that user experience applying for benefits programs varies greatly by (and often within) each state.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
The Center on Budget and Policy Priorities (CBPP) report highlights the disproportionate hardships faced by Black and Latina mothers during the COVID-19 pandemic, exacerbated by systemic inequities.
This guide touches on everything from Code for America’s core research philosophy, to our approach to ethics and trauma-informed research, to specific research methods. It also includes plenty of practical tips on planning and executing research, as well as how to synthesize your findings into action.
The Assessing Your WIC Certification Practices guide by the Center on Budget and Policy Priorities (CBPP) provides state and local WIC agencies with a framework to evaluate and improve their certification and enrollment processes to enhance access and participation.
