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.
This report presents a menu of strategies that have the potential to increase access to individual public benefit programs or a package of benefits. It focuses on Illinois, but the strategies identified are relevant throughout the country.
This field guide is written for digital services and technology leaders working in government agencies at the federal, state, or local level. It’s meant to highlight the power of product thinking to government digital services. With this guide, agencies can start moving from a project management mindset to a product-based approach to delivering services.
This playbook is for government agencies and other civic organizations looking to mature their practical understanding of accessibility from one of basic compliance to an inclusive, human-centered experience.
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.
A U.S. Department of Labor published claim status playbook and model prototype on how to help make states' unemployment insurance claim process efficient and hassle-free.
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.
