This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
For the Digital Service Network’s (DSN) final installment of its summer event series, Let’s Get Digital, we heard about New York State’s (NYS) human-centered design (HCD) journey and how relationships between leadership and digital service teams have been pivotal in advancing user-centric service delivery.
The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
Propel describes how its mobile app outreach campaign helped millions of Medicaid enrollees navigate renewal during the post-pandemic “unwinding” by driving action through notifications, messaging, and in-app tools.
