This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
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.
Well-designed, user-focused tools that allow for simple application are key to ensuring that families most in need receive the Child Tax Credit. Reaching these households will require a robust effort from the IRS to create user-friendly tools in partnership with organizations with a direct connection to eligible recipients.
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.
User research requires working as a team, since it necessitates running sessions with participants, observing and moderating research sessions, analyzing and synthesizing results, as well as communicating results effectively.
Blog post authored by U.S. Digital Response discussing best practices for creating inclusive, accessible, and affirming government services for LGBTQ+ populations gleaned from their recent work in the City of Boston.
