Resource Format: Standards + Guidance
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Human-Centered Design Customer Experience Principles for Unemployment Insurance
The blog post sets up a foundational perspective on CX principles for the state UI agencies.
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Policy Proposed Performance Standards for Equitable Access to Unemployment Insurance
This proposal recommends a set of new federal performance standards that would measure and improve UI access. The proposal is intended to supplement existing federal UI standards, but all UI standards and metrics should be periodically reevaluated and updated as the conditions facing unemployed workers and benefit delivery change.
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Diversity, Equity + Inclusion Equitable Name Test
An open source list of names and considerations for names to make systems more equitable.
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Data WIC Policy Memorandum #2023-5: Data Sharing to Improve Outreach and Streamline Certification in the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
This policy memorandum from the Food and Nutrition Service (FNS) provides guidance on data sharing activities that support targeted outreach and streamlined certification processes aimed at increasing the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) participation and retention.
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Unemployment Insurance IT Modernization Strategy
A guide to the strategy to help states move from monolithic, brittle unemployment insurance systems to modular, flexible solutions.
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Human-Centered Design Evaluating CX with Survey Design
In the Fall of 2022, the USDOL Office of Unemployment Insurance Modernization (OUIM) consulted with the Illinois Department of Employment Security (IDES) to provide hands-on support with IT modernization and customer experience strategy. Primary discussions focused on making informed product, service, and business decisions based on qualitative and quantitative data— how might IDES leverage existing data streams to identify the most pressing technology issues in their unemployment insurance system, and how might IDES act upon this information in a timely and impactful manner?
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User Research Obtaining Consent for User Research
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.
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User Research 7 Ways to Ignite User-Centered Design at Your Agency
Some tips for success when introducing user-centered design (UCD) to your organization.
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User Research Digital.gov User Testing and Research News and Events Feed
A collection of updates, news, and events on user testing and research from Digital.gov.
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User Research Digital.gov Research Resources
Resources from Digital.gov on research
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Public Benefits Delivery & Consumer Protection
This Issue Spotlight explores the challenges that recipients of public benefits programs offering cash assistance encounter in accessing funds through financial products or services, with a specific focus on assistance provided on prepaid cards.
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Digital Identity Roadmap: NIST Special Publication 800-63-4 Digital Identity Guidelines
The Revision 4 of the National Institute of Standards and Technology (NIST) Special Publication 800-63, Digital Identity Guidelines, intends to respond to the changing digital landscape that has emerged since the last major revision of this suite was published in 2017 — including the real-world implications of online risks. This roadmap outlines NIST's project milestones and opportunities to provide feedback through March 2023.