These Figma artifacts illustrate the end-to-end design of Boston’s digital mattress recycling service, including resident scheduling flows, mobile interfaces, alerts, and design system components.
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 blog post shares five key service design lessons from U.K. experts Lou Downe and Sarah Drummond, offering practical guidance for building more connected, user-centered government services in British Columbia.
This resource introduces the "Layer Cake" approach, a framework for driving behavior change in government systems and public services by addressing all layers of service delivery, from frontline staff to policymakers, with an emphasis on human-centered design and civic participation.
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the resources + examples we host in the Digital Government Hub in context.Â
This FormFest profile examines how Massachusetts’ Department of Early Education and Care is modernizing its child care benefits system through human-centered design, making verification and application processes simpler, more compassionate, and more efficient for families and staff.
