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 report details the use of the historic investment of $1 billion in funding from the American Rescue Plan Act (ARPA) to the Department of Labor and state unemployment (UI) agencies to modernize state UI programs.
A comprehensive survey-based analysis of Boston residents’ access to internet, devices, and digital skills, with a focus on equity across priority populations including low-income households, seniors, immigrants, and formerly incarcerated individuals.
An outline of the opportunities for modernizing SNAP to better meet participant needs by streamlining enrollment, improving digital access, and enhancing coordination with other safety net services.
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.
This report summarizes progress made with agencies and members of the public to identify and reduce burdens that individuals, families, and small businesses face every day when interacting with government programs.
This report examines Pennsylvania’s recent success in responding to concerns from citizens that it took too long for a business, nonprofit or individual to receive a permit, license or certificate they had applied for.
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.
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.
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.
