The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
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.
This HuffPost article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
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 guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
This overview journey map of street homeless outreach reflects the business process, and worker and client experience during the period January–April 2016 from initial observation, contact, case management, and placement in permanent housing. The map is displayed in eleven high-level sections, each with individual sub-level sections. Summaries and details for all the sections are presented in the subsequent pages. Each dot represents an individual or agency. Each cluster of dots represents a service interaction.
The UX Lead in the Data Strategy & Analytics division will be responsible for maintaining a user-centric focus throughout product development and creating a positive end user experience for a set of educational data and technology projects across multiple teams and will provide expertise and support to other agency initiatives.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
