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.
The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
Your role as a Digital Service Expert will be a focus on Human-Centered Design. This role is best for someone with experience in both user experience and service design.
The U.S. Digital Response collaborated with a state workforce agency to develop a multilingual, user-friendly system for retroactive Pandemic Unemployment Assistance (PUA) applications, enhancing claimant comprehension and reducing administrative strain.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
The CUTGroup book explains how civic user testing (paying residents to test civic apps) can allow for more community engagement in civic tech. This book covers how to do UX testing, community engagement, and digital skills in one civic tech system.
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
Important considerations for understanding user needs to inform responsive design in rapidly changing contexts are discussed, including how context, threat perception, decision-making, and crisis affects disaster management and UX research.
Well-designed, user-focused tools that allow for simple application are key to ensuring that families most in need receive the Child Tax Credit. Reaching these households will require a robust effort from the IRS to create user-friendly tools in partnership with organizations with a direct connection to eligible recipients.
A profile on FormFest speakers Sarah Rodriguez, Emily Lippolis, and Verenice Ramirez, featuring stories about their motivations for working on public sector form innovation.
