Research identified five key obstacles that researchers, activists, and advocates face in efforts to open critical public conversations about AI’s relationship with inequity and advance needed policies.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
The Benefits Enrollment Field Guide looks at the landscape of America’s safety net benefits experience in 2023 and tracks the differences from our 2019 assessment based on expanded evaluation criteria. It also highlights successful paths to equitable, human-centered experiences. It examines online enrollment for Modified Adjusted Gross Income (MAGI) Medicaid, SNAP, TANF, the Child Care Assistance Program (CCAP), and WIC.
This post explores the lessons learned and opportunities for improvement from USDR's research on families' experiences as they navigate the child care journey.
This report presents a menu of strategies that have the potential to increase access to individual public benefit programs or a package of benefits. It focuses on Illinois, but the strategies identified are relevant throughout the country.
This guide provides a detailed overview summarizing the many initiatives and activities from Congress, the White House, federal agencies, and coalitions which may impact the digital identity landscape in the United States, including at state, local, Tribal, and territorial levels.
This field guide is written for digital services and technology leaders working in government agencies at the federal, state, or local level. It’s meant to highlight the power of product thinking to government digital services. With this guide, agencies can start moving from a project management mindset to a product-based approach to delivering services.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
A U.S. Department of Labor published claim status playbook and model prototype on how to help make states' unemployment insurance claim process efficient and hassle-free.
One of the most important questions in government digital services is "what is our product?". Teams that can identify their products are more likely to prioritize improvements in the best interest of the underlying service. And as a result of their work, Veterans, their family members, seniors, Medicare patients, and others have more successful and efficient interactions with the critical government services they need.
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.
