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.
The team examined how AI, specifically LLMs, could streamline the case review process for SNAP applications to alleviate the burden on case workers while potentially improving accuracy.
The Digital Benefit Network's Digital Identity Community of Practice held a session to hear considerations from civil rights technologists and human-centered design practitioners on ways to ensure program security while simultaneously promoting equity, enabling accessibility, and minimizing bias.
Professor Don Moynihan discusses how administrative burden is an effective tool to make it difficult for people to access certain types of benefits, noting that this is particularly harmful to communities of color.
This toolkit provides guidance for state and local WIC agencies on implementing digital tools to enhance participant engagement and streamline program operations.
An in-depth report that examines how states use automated eligibility algorithms for home and community-based services (HCBS) under Medicaid and assesses their implications for access and fairness.
