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 U.S. Department of Labor provides a playbook to help state workforce agencies enhance communication with unemployment claimants by offering clear, proactive updates on claim statuses, thereby improving claimant satisfaction and reducing call center inquiries.
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.
Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
