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.
This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
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?
A research report examines how internal workplace conditions in federal agencies influence employee satisfaction and ultimately the quality of services delivered to the public.
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.
The article explores the importance of participatory planning in policymaking, emphasizing how engaging impacted communities improves program design, equity, and trust in government, with a focus on early childhood education initiatives.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
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.
This report outlines strategies states can adopt to improve access to SNAP, Medicaid, and WIC programs by leveraging policy options, data coordination, and streamlined service delivery.
This blog post describes how the NYC Service Design Studio engaged residents in the development of the Community Compensation Fund, highlighting lessons on trust-building, equitable collaboration, and inclusive community decision-making.
