Topic: Human-Centered Design
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Communications 
Human-Centered Communication to Increase Service Uptake in New Jersey: A Digital Service Network Spotlight
The Digital Services Network (DSN) spoke with the director of the C+E Lab, Katie Fiore, and OOI chief of staff, Kai Feder, to learn more about the C+E Lab and its ongoing role in shifting the State’s approach to using marketing to better connect residents to programs and services.
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Human-Centered Design 
Journeys and Experiences on the Path to Renewing Medicaid Health Coverage
Based on user interviews with families across the United States who navigated the Medicaid renewal process, this report offers insights and recommendations for improving the experience of renewing Medicaid and other benefits.
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Diversity, Equity + Inclusion 
What is Meaningful Community Engagement?
The Community-Driven Policies and Practices project engaged people experiencing poverty in power-building sessions to develop advocacy plans for economic justice. This report offers recommendations for nonprofits to engage people with lived experience of poverty in advocacy.
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User Research 
Building a User Research Compensation Process from the Ground Up in Saint Paul: A Digital Service Network Spotlight
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.
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Human-Centered Design 
Summer of CX Webinar Series: Principles to Improve CX
This webinar discusses the White House Executive Order and federal agency guidance for improving customer experience in public benefit programs.
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Human-Centered Design 
Tackling the Time Tax: How the Federal Government Is Reducing Burdens to Accessing Critical Benefits and Services: 2024 Edition
OIRA publishes an annual progress report on the burden reduction initiative, summarizing initiatives across all of government, and providing in-depth case studies of various burden reduction efforts, including their impact on individuals, families, and small businesses.
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Policy 
Blueprint for the Use of Social and Behavioral Science to Advance Evidence-Based Policymaking
This Blueprint is a whole-of-government effort that aims to provide a resource to assist federal decisionmakers in leveraging social and behavioral science to improve policy and program design and delivery.
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Human-Centered Design 
Human-Centered Design Guide Series
A series of guides from Digital.gov to help you understand and practice human-centered design
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Human-Centered Design 
Federal Customer Experience: OMB Has Taken Actions to Implement Cross-Agency Priority Goals
The 2021 President’s Management Agenda identified federal customer experience as a priority area for improvement. GAO was asked to review OMB and selected federal agencies’ efforts to improve federal customer experience.
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Change Management 
The Door To Digital Transformation In Connecticut: A Digital Service Network Spotlight
The Digital Services Network (DSN) spoke with Connecticut’s digital program manager, Max Gigle, and Director of Digital Government and Operational Excellence David Labbadia, to learn more about the team’s human-centered approach to developing Business.CT.gov as the first step on the path toward an “all-digital government.”
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Human-Centered Design 
‘They’re Stealing Food From My Kids’: SNAP recipients and the struggle against EBT Theft
EBT theft has deeply damaged the lives of the lowest-income Americans. The following insights reveal a system that leaves people in the dark and fails to protect a crucial lifeline.
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Accessibility 
User Experience Toolkit
City of Boston's User Experience Toolkit to support City employees in learning how to execute a UX project.