A visual journey map that outlines the end-to-end steps, roles, and decisions involved in procuring cloud migration support services for modernizing a legacy system.
A case study that reflects on the design, implementation, and early outcomes of a local child care wage boost pilot aimed at improving job quality and retention in the child care workforce.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
This research paper explores how government design systems function as the “translation layer” of digital public infrastructure, transforming technical systems into accessible, trustworthy citizen experiences.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
The article explores the importance of participatory planning in policymaking, emphasizing how engaging impacted communities improves program design, equity, and trust in government, with a focus on early childhood education initiatives.
Code for America partnered with the CBPP, Civilla, and Nava to launch the Integrated Benefits Initiative, testing and piloting human-centered approaches to improve outcomes and learn what an optimal safety net could look like. This article describes key takeaways from short-term pilots implemented as part of this project.
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
Professor Don Moynihan discusses how administrative burden is an effective tool to make it difficult for people to access certain types of benefits, noting that this is particularly harmful to communities of color.
