This blog explores the rise of person-centered insights in policymaking, featuring an overview of its benefits and expert interviews highlighting its crucial role in effectively delivering public benefits and human services.
To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
This case study documents how Civilla partnered with the Michigan Department of Health and Human Services (MDHHS) to redesign and modernize online enrollment for the state’s largest benefit programs.
A pre-launch survey brief that documents the financial, emotional, and physical well-being of a local child care workforce before the start of a wage boost pilot.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
This case study explores how the City of Akron developed a community tree map to engage residents in urban forestry efforts, enabling them to identify, grow, and care for trees in their neighborhoods.
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
This paper examines three key questions in participatory HCI: who initiates, directs, and benefits from user participation; in what forms it occurs; and how control is shared with users, while addressing conceptual, ethical, and pragmatic challenges, and suggesting future research directions.
This profile on the Centers for Medicare and Medicaid Services’ (CMS) Open Source Program Office, the first of its kind in the federal government, showcasing how it advances transparency, collaboration, and innovation across agencies through open source software.
