This presentation shares user experience research on the challenges, priorities, and opportunities for improving the journey of Bay Area residents seeking affordable housing.
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 article explores ongoing efforts to modernize state unemployment insurance (UI) systems, addressing long-standing inefficiencies and challenges exposed by the COVID-19 pandemic.
A catalogue to help teams design trustworthy services that work for people. Categories including informing decisions, signing into services, giving and removing consent, and doing security checks.
This report outlines state Medicaid program priorities, including expanding access to services, addressing health disparities, and implementing cost-containment measures amid post-pandemic uncertainties.
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.
Ad Hoc has found that product operations can help scale impact by putting objective indicators at the center of product decision-making. The team has seen success in supporting product thinking at agencies like the Department of Veterans Affairs (VA), where they made it easier for Veterans to access employment and education assistance and for caregivers to receive needed support.
Code for America’s simplified tax filing tool that allows users to claim their Child Tax Credit and any missing amount of their third stimulus payment.
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.
