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.
The Montgomery County Public Libraries (MCPL) website redesign plan outlines how to improve user access to resources through inclusive design and better navigation. It also shares goals of best practices in UX design with the public library community to promote digital equity. The project involves collaboration with the MCPL Digital Strategies Team and other partners, focusing on redesigning content for early literacy, teens, and children.
In this brief, they present a definition of HCD that is applicable to the context of human services delivery, differentiate HCD from similar design and problem-solving approaches, and describe how HCD is being used in human services.
U.S. Department of Health and Human Services (HHS)
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.
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 guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
The article examines the impact of digital interfaces on welfare state administration, focusing on the UK's Universal Credit system and the design elements that shape user interactions and behavior in an "interface first" bureaucracy.
