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.
The Digital Service Network (DSN) spoke with Ashley O’Brien, user experience designer for the City of Saint Paul, MN, about the flexible and resourceful approach she took to reach people across the city.
Login.gov created a first-of-its-kind, publicly-visible program roadmap and shares tips on how other programs can build their own roadmaps to improve transparency.
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.
For the Digital Service Network’s (DSN) final installment of its summer event series, Let’s Get Digital, we heard about New York State’s (NYS) human-centered design (HCD) journey and how relationships between leadership and digital service teams have been pivotal in advancing user-centric service delivery.
This study describes the potential of human-centered design principles to identify burdens, reducing the effects of what we label as administrative checkpoints.
This tool kit brings together emergent best practices, workflows, and tools that communities, educators, mutual aid groups, designers, artists and activists are using for community building, and how design needs to change to best suit people, right now.
The Decide Methods help you derive insights from the information gathered during the Discovery phase. You’ll validate initial assumptions, develop a deeper understanding of workflows and processes, and develop design hypotheses.
