Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Presentation covering the findings of a research study analyzing the structural and budgetary layout of of eleven US-based Digital Service Teams (DSTs) at the municipal, county, and state levels.
This 2015 project presentation outlines the vision, research, and product requirements for DAHLIA, San Francisco’s online platform to centralize and simplify affordable housing searches and applications.
San Francisco Mayor's Office of Housing and Community Development
CMS has identified a number of immediate and longer-term strategies that states can implement to improve application processing timeframes and address application backlogs.
An overview of direct cash programs and innovations in the U.S., exploring how unconditional cash transfers promote economic stability, mobility, and well-being.
This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
Initially created for and shared with staff at the Administration for Children and Families, this webinar provides an introduction to Universal Design, covering plain language, accessibility, user research, and Agile development.
This presentation shares user experience research on the challenges, priorities, and opportunities for improving the journey of Bay Area residents seeking affordable housing.
A practical guide for government teams on how to design, test, and run effective public text message campaigns for benefits and service communications.
Learn how to use generative AI to quickly create unemployment insurance translations that are accurate, easy to understand, and tailored to your state.
