This article describes how Code for America conducted qualitative research within its GetCalFresh application by asking families to tell them about their familial, housing, and financial situations. From client messages, they gathered information regarding how to make changes to their product to keep their work people-centered.
This article offers three human‑centered strategies to help state agencies implement expanded work reporting requirements in SNAP and Medicaid under H.R. 1 with minimal burden on clients and staff.
A FormFest profile highlighting how New York State’s design and technology teams are reimagining form creation through collaborative, human-centered design methods that simplify processes and expand participation.
The nation’s long-term care system has struggled for many years, and those constraints are expected to deepen as our nation ages. In 2019, Washington State became the first in the United States to pass legislation that would enable a public state-operated long-term care insurance program, the Washington Cares Fund. We conducted research with the goal to identify concrete ways for Washington State to implement this fund so that it is accessible to all and it supports living-wage jobs for care workers. In this report, we discuss our research methods, we present personas of individuals seeking long-term supports and services from the Washington Cares Fund, and we offer a list of recommendations that, while intended for Washington State, we see as applicable to other states that will embark on offering similar long-term services to residents.
Code for America discusses the importance of a people-centered, digital-first safety net. Tools of technology, policy, and good implementation can advance a bold vision that will allow the nation to push through the end of the COVID-19 crisis.
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article investigates the widespread failures of state unemployment websites during the COVID-19 pandemic, highlighting outdated technology, accessibility issues, and the human impact of these systemic breakdowns.
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
