This 11x17 service blueprint visualizes every step, system, and policy decision involved in implementing Medicaid work requirements under H.R. 1—from application to renewal—identifying pain points, questions, and opportunities for states to streamline and humanize the process
This blog presents a service blueprint that maps how expanded SNAP work requirements will affect the application, eligibility, and maintenance processes—and offers design recommendations to reduce administrative burden.
A FormFest profile highlighting how New York State’s design and technology teams are reimagining form creation through collaborative, human-centered design methods that simplify processes and expand participation.
The Digital Services Network (DSN) spoke with Connecticut’s digital program manager, Max Gigle, and Director of Digital Government and Operational Excellence David Labbadia, to learn more about the team’s human-centered approach to developing Business.CT.gov as the first step on the path toward an “all-digital government.”
The user recruitment services resolution passed in Saint Paul, MN for a third year in a row in 2024. It allows for city funds to be used to compensate community members who participate in research.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
The folder for conducting user surveys for the Montgomery County Public Libraries website redesign includes materials such as Homepage Usability Questions and a comprehensive Website Survey. These tools are designed to gather user feedback on the homepage's functionality and overall website experience, helping inform improvements that align with user needs and expectations.
Montgomery County Public Library (MCPL) Digital Strategies Team
This course gives participants a substantive overview of the human-centered design framework and offers opportunities to practice applying concepts from the course to your work.
