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.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
