In this blog post, we’ve detailed some of the steps we take to help capture the best data possible when conducting interviews. This post is intended as a guide for people who need to conduct user interviews and for people simply curious about how we work.
Professor Don Moynihan discusses how administrative burden is an effective tool to make it difficult for people to access certain types of benefits, noting that this is particularly harmful to communities of color.
This blog post shares five key service design lessons from U.K. experts Lou Downe and Sarah Drummond, offering practical guidance for building more connected, user-centered government services in British Columbia.
The Montgomery County Public Libraries (MCPL) website redesign plan outlines how to improve user access to resources through inclusive design and better navigation. It also shares goals of best practices in UX design with the public library community to promote digital equity. The project involves collaboration with the MCPL Digital Strategies Team and other partners, focusing on redesigning content for early literacy, teens, and children.
Fact sheet associated with policy guidance from the Office of Management and Budget (OMB) providing guidance on "The Delivering a Digital-First Public Experience."
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.
In June 2020, the state implemented an innovative and entirely virtual vendor selection process to evaluate these solutions under the direction of the Colorado Digital Service (CDS).
An event recap from one of FormFest 2024's breakout sessions featuring speakers from South Bend Indiana and others working on creating accessible legal forms.
An event recap from one of FormFest 2024's breakout sessions featuring speakers from the state of Maryland's Department of Social Services and the U.S. Department of Health and Human Services (HHS).
This session from FormFest 2024 focused on how governments are scaling their SNAP benefits programs, with Maryland’s improved integrated benefits application and the Office of Evaluation Sciences’ changes to questions on the SNAP application.
This exercise engages participants in selecting the most and least clicked website menu items by marking their choices with stickers, followed by a group review to compare assumptions with actual data. The activity is designed to challenge perceptions about website usage and gather insights to inform future website realignment based on customer needs and strategic priorities.
Montgomery County Public Library (MCPL) Digital Strategies Team
