NYC Opportunity collaborated with the Administration for Child Services (ACS) to design a family-centered process for prevention services, addressing confusion and lack of choice in the current system. By creating tools like the Provider Profile and Family Voice booklet, the team empowered families to choose providers based on their needs while ensuring their feedback reaches ACS. The project aims to improve family experiences and communication with ACS, with plans to expand through testing and future innovations like a web portal.
Government leaders discuss how to ensure seamless access to public benefits through breaking down silos, user-friendly digital identities, and privacy-focused security measures.
This session from FormFest 2024 focused on improving service delivery by hearing about work in multiple cities to rapidly digitize service delivery and work by the Department of Veteran Affairs around implementing service design principles in form revisions.
The article explores the importance of participatory planning in policymaking, emphasizing how engaging impacted communities improves program design, equity, and trust in government, with a focus on early childhood education initiatives.
A profile on FormFest speakers Sarah Rodriguez, Emily Lippolis, and Verenice Ramirez, featuring stories about their motivations for working on public sector form innovation.
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.
This blog post describes the launch of NJ.gov/disabilities, an accessible, co-created online hub that centralizes information and services for individuals with disabilities.
The Digital Service Network (DSN) spoke with Ashley O’Brien, user experience designer for the City of Saint Paul, MN, about the flexible and resourceful approach she took to reach people across the city.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
The article highlights the federal government's efforts to improve customer experience through collaborative, human-centered approaches and lessons on embracing risk, partnerships, and user-focused design.
This blog presents a service blueprint that maps how expanded SNAP work requirements will affect the application, eligibility, and maintenance processes—and offers design recommendations to reduce administrative burden.
A practical resource explaining how to choose and use different fidelity modes in rapid prototyping to align team understanding and streamline design iterations.
