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.
This exploratory brief outlines the City of Boston’s phased plan to build a digital system for scheduling, managing, and reporting mattress and bulky item recycling pickups.
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.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
Through our research understanding the government digital service field and what workers in this field need, we want to help strengthen those existing roles and establish more pathways for promotion and career support, as well as help other teams recognize the value of these skills and create new roles.
This design system accessibility checklist ensures that all components and design tokens meet or exceed the WCAG 2.1 AA standards, aligning fully with Government of Canada accessibility requirements.
This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
This presentation shares user experience research on the challenges, priorities, and opportunities for improving the journey of Bay Area residents seeking affordable housing.
A practical resource explaining how to choose and use different fidelity modes in rapid prototyping to align team understanding and streamline design iterations.
