This field guide is for digital services and technology leaders working at the federal, state, or local government level. It describes a way of applying research approaches to strategic decision making across digital services.
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.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
The UX Lead in the Data Strategy & Analytics division will be responsible for maintaining a user-centric focus throughout product development and creating a positive end user experience for a set of educational data and technology projects across multiple teams and will provide expertise and support to other agency initiatives.
This overview journey map of street homeless outreach reflects the complexity of the service journey from first contact on street to placement in permanent housing.
An interview with Wendy De La Rosa, assistant professor at the Wharton School at the University of Pennsylvania. De La Rosa discusses how the concept of “psychological ownership” can encourage people to take up benefits they are eligible for.
