To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
The Federal Government made it easier for the public to share their knowledge, needs, and lived experiences to improve how government works for them and with them.
This blog post discusses the importance of prototyping in the public sector, focusing on how it helps test assumptions, gather user feedback, and refine ideas before making significant investments in building or launching a product or service.
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the examples we host in the Digital Government Hub in context.
The portfolio page outlines federal projects focused on elevating how people interact with government services by prioritizing user needs, accessibility, equity, and consistency across agencies.
