Library
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Human-Centered Design Unemployment Insurance Equitable Access Toolkit
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
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User Research The UI Lexicon Project
To better understand the problem and find potential solutions, the U.S. Department of Labor conducted an exploratory UI Lexicon research project.
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Human-Centered Design Making Public Benefits More Accessible in Minnesota
This report highlights work with Minnesota and includes nine suggestions for states seeking to launch their own integrated benefits applications
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Human-Centered Design Biden-Harris PMA Webinar: Streamlining Service Delivery for Five Life Experiences
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.
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Human-Centered Design Benefits Enrollment Field Guide
The Benefits Enrollment Field Guide looks at the landscape of America’s safety net benefits experience in 2023 and tracks the differences from our 2019 assessment based on expanded evaluation criteria. It also highlights successful paths to equitable, human-centered experiences. It examines online enrollment for Modified Adjusted Gross Income (MAGI) Medicaid, SNAP, TANF, the Child Care Assistance Program (CCAP), and WIC.
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Human-Centered Design Preparing for Human-Centered Redesign
The Beeck Center for Social Impact + Innovation at Georgetown University and the nonprofit design studio Civilla teamed up to co-author a set of guides to prepare for human-centered redesign
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User Research What we learned from talking to 27 families about their experiences applying for child care benefits
This post explores the lessons learned and opportunities for improvement from USDR's research on families' experiences as they navigate the child care journey.
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Human-Centered Design Navigating the Sticky Web of Research Compensation
Recommendations and case studies on establishing practices for user research compensation in government organizations.
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User Research When the “Wrong” Words Can Help People Find the Right Services
A short article appearing in the 3/14/23 edition of GovLoop by contributor Greg Jordan-Detamore from Code for America.
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Human-Centered Design Retooling Find Local Help Using Human-centered Design
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
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Human-Centered Design 18F User Experience Design Guide
The 18F User Experience Guide covers approaches to research and design.
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User Research Obtaining Consent for User Research
Better designs should never come at the cost of another person’s wellbeing. Informed consent is a fundamental part of an ethical research program, which respects participants and protects them from harm.