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.
A case study documenting how a human-centered claimant portal was developed for the New Jersey Department of Labor (NJDOL) to modernize unemployment insurance access using agile development and API technology.
This case study describes Nava's with the state of Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agency to build an eligibility screener tool.
The team developed an AI solution to assist benefit navigators with in-the-moment program information, finding that while LLMs are useful for summarizing and interpreting text, they are not ideal for implementing strict formulas like benefit calculations, but can accelerate the eligibility process by leveraging their strengths in general tasks.
Building modular, open-source, human-centered software is necessary to create equitable government services fit for the digital age. Nava emphasizes addressing large scale digital service challenges by building and releasing small, modular software components that are loosely-coupled by well-defined APIs. This enables agencies to quickly and conistently deliver services that help people immediately, whilst also building a flexible foundation for long-term technical evolution.
In 2022, Nava formed its first-ever PAC as part of their initiative to help Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) program design a new recertification portal. Leveraging what Nava learned from this experience, this toolkit outlines the necessary steps to form a PAC, including planning a structure for the council, recruiting participants, and other logistics.
Nava partnered with California's Employment Development Department (EDD) to rapidly develop two cloud-based digital services, enhancing unemployment benefit access during the COVID-19 pandemic.
A case study documenting how a modular API layer was built to support a state-level paid family and medical leave program, improving interoperability, scalability, and user experience.
This case study describes Nava's work with the state of Montana’s Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agency to build an API prototype, which is part of Nava's larger work inform a national API standard.
A toolkit that explains how to apply a content-first design approach to public services, helping teams design content strategy and interfaces based on user needs.
