This field guide provides practical guidance for conducting usability testing on ballots to identify design issues and ensure voters can successfully cast their votes as intended.
This resource provides guidance and best practices for the weekly or bi-weekly certification process that claimants must complete to maintain eligibility for unemployment insurance (UI) benefits.
Making your service more inclusive means designing government services so that everyone who needs to use them can do so with as few barriers as possible, by understanding legal duties, identifying and removing exclusion points, and considering a wide range of user needs throughout the design process.
This webpage provides state agency resources and policy memos detailing how the One Big Beautiful Bill Act (H.R. 1) of 2025 affects SNAP implementation.
A report summarizing effective state practices, promising initiatives, and federal resources to improve payment accuracy in the Supplemental Nutrition Assistance Program (SNAP).
A guidance resource for state and local governments outlining first-step actions to prepare for compliance with the new web and mobile accessibility rule under Americans with Disabilities Act (ADA).
The DigitalGov Usability Starter Kit offers a comprehensive collection of tools and templates designed to assist in creating user-centered digital experiences.
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?
The White House Office of Science and Technology Policy has identified five principles that should guide the design, use, and deployment of automated systems to protect the American public in the age of artificial intelligence. These principles help provide guidance whenever automated systems can meaningfully impact the public’s rights, opportunities, or access to critical needs.
This resource is a research paper examining the role of the public safety net in insuring job losers against income loss, analyzing which government programs provide financial support and how benefits vary based on pre-job loss income levels.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
