Guidance for City of Long Beach, CA staff on how to uplift community voices through user research to create services that are accessible to all City residents.
This session from FormFest 2024 focused on how to help people get the assistance they need from the U.S. Department of Health and Human Services’ work on the Low Income Home Energy Assistance Program (LIHEAP) and the Maryland Social Services Administration’s work to improve welfare support for kinship caregivers.
A practical, research-based handbook from The Lab @ DC that teaches public servants how to redesign confusing government forms through user-centered, evidence-based design methods.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
ACCESS NYC aims to increase the accessibility and convenience of discovering and enrolling in government benefits. These patterns support this work by defining the UI and behavior that New Yorkers experience as they use the site.
MyFile NYC is a digital platform that allows New York City residents experiencing homelessness to securely store, share, and manage vital documents with the Department of Homeless Services, streamlining the process of establishing eligibility for public benefits. This pilot, launched in 2022, aims to improve service access by reducing barriers like communication and documentation challenges, while allowing users control over their information.
City of Saint Paul's website for community members to sign up to participate in paid research opportunities in order to test and provide feedback on the design of digital services and products.
HOME-STAT partners existing homeless response and prevention programs with new innovations designed to better identify, engage, and transition homeless New Yorkers to appropriate services and, ultimately, permanent housing.
For the Digital Service Network’s (DSN) final installment of its summer event series, Let’s Get Digital, we heard about New York State’s (NYS) human-centered design (HCD) journey and how relationships between leadership and digital service teams have been pivotal in advancing user-centric service delivery.
