The U.S. Digital Response collaborated with a state workforce agency to develop a multilingual, user-friendly system for retroactive Pandemic Unemployment Assistance (PUA) applications, enhancing claimant comprehension and reducing administrative strain.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
An interview with Wendy De La Rosa, assistant professor at the Wharton School at the University of Pennsylvania. De La Rosa discusses how the concept of “psychological ownership” can encourage people to take up benefits they are eligible for.
The CUTGroup book explains how civic user testing (paying residents to test civic apps) can allow for more community engagement in civic tech. This book covers how to do UX testing, community engagement, and digital skills in one civic tech system.
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Teams crafting policy inside and outside government can use the assessment to center their policy-making activities around those most impacted by their proposed programs and policy ideas.
Important considerations for understanding user needs to inform responsive design in rapidly changing contexts are discussed, including how context, threat perception, decision-making, and crisis affects disaster management and UX research.
The existing system for evaluating state safety net programs does not adequately capture the human experience of accessing services. This new National Safety Net Scorecard is a more meaningful set of metrics that can effectively asses the true state of the current program delivery landscape and measure progress over time, creating a more human-centered safety net.
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.
