This exploratory brief outlines the City of Boston’s phased plan to build a digital system for scheduling, managing, and reporting mattress and bulky item recycling pickups.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
A catalogue to help teams design trustworthy services that work for people. Categories including informing decisions, signing into services, giving and removing consent, and doing security checks.
This page describes the agency’s investments in digital tools and services aimed at reducing friction in how people find, apply for, and maintain eligibility for federal benefits.
This case study details the development of a document extraction prototype to streamline benefits application processing through automated data capture and classification.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
A toolkit that explains how to apply a content-first design approach to public services, helping teams design content strategy and interfaces based on user needs.
This FormFest profile highlights Riverside County’s pilot of AI-powered interviews that streamline benefit applications, reducing bureaucratic burden on families in crisis while freeing caseworkers to focus on human connection.
This 8.5x11 service blueprint visually maps how Medicaid work requirements will function once implemented in 2027, detailing each policy step, system interaction, and client experience to help states identify administrative challenges and opportunities for human-centered redesign.
A practical, research-based handbook from The Lab @ DC that teaches public servants how to redesign confusing government forms through user-centered, evidence-based design methods.
