This field guide is for digital services and technology leaders working at the federal, state, or local government level. It describes a way of applying research approaches to strategic decision making across digital services.
Important considerations for understanding user needs to inform responsive design in rapidly changing contexts are discussed, including how context, threat perception, decision-making, and crisis affects disaster management and UX research.
Californians who receive food assistance come from all backgrounds, but many share a similar story: they were barely getting by financially when they were tipped into crisis by an unexpected expense or loss of income. This site shares their stories.
The existing system for evaluating state safety net programs does not adequately capture the human experience of accessing services. This new National Safety Net Scorecard is a more meaningful set of metrics that can effectively asses the true state of the current program delivery landscape and measure progress over time, creating a more human-centered safety net.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
This article highlights how the City of Saint Paul and Ramsey County are advancing equitable access to climate-resilient green careers through their participation in TOPCities.
This article highlights how state unemployment insurance (UI) agencies are leveraging data to modernize systems and enhance access for unemployed workers.
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.
An online hub that connects WIC agencies and their partners through a national Data Matching Community of Practice, offering quarterly virtual convenings to share best practices, case studies, and peer learning on strategies to improve WIC outreach and enrollment.
A practical resource explaining how to choose and use different fidelity modes in rapid prototyping to align team understanding and streamline design iterations.
