This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
The Digital Benefits Network's second Digital Identity Community of Practice quarterly call centered exploring client support models in digital identity and an update on the Balance ID project.
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.
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.
A framework that helps policy and digital service teams interpret legislation by identifying user needs, intent, and implementation challenges to support more effective, human-centered government service delivery.
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.
Key functionalities and design elements recommended for creating effective online WIC applications, focusing on usability, accessibility, and compliance to improve participant experience and streamline agency operations.
Canada’s Digital Standards are a set of principles that guide how public servants design, build, and run government digital services so they’re user-centered, accessible, secure, open, and trustworthy.
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.
