Building on the concept of anticipatory governance, this article aims to show how approaches associated with foresight and design can enact an anticipatory logic which is necessary for public administrations to achieve their goals in the face of uncertainty and dynamic environments.
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
18F describes journey mapping: a visualization of the major interactions shaping a user’s experience of a product or service. This allows design teams to view a service through the perspective of the user and incorporate their learnings throughout the development process.
