A four-part U.S. Digital Service blog series detailing how the federal “Birth of a Child and Early Childhood” Life Experience team used human-centered design to improve benefit access, peer support, and maternal mental health services for families with children ages 0–5.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
This project portfolio page details a human-centered service design partnership with the Michigan Unemployment Insurance Agency (UIA) to revitalize and streamline the state's unemployment benefits system following crisis-level strain.
The report summarizes qualitative research and feedback from Tribal leaders and grant administrators to inform improvements in federal grant systems and processes.
U.S. Department of Health and Human Services (HHS)
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
Article announcing five new projects by the Office of Management and Budget that will improve experiences the public has with the government during significant movements in their lives. These “life experience” projects are at the center of a new model for how the Federal Government should better design and deliver benefits, services, and programs to the American people during the moments in their lives that matter most.
A U.S. Digital Service blog report exploring the lived experiences of mothers seeking mental health care during pregnancy and postpartum, highlighting barriers in screening, diagnosis, and access to treatment.
This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
