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.
mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
This article discusses how Code for America enhanced the CalFresh application process to better assist self-employed individuals in accessing their full benefits by clarifying self-employment definitions and simplifying income verification.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Fact sheet associated with policy guidance from the Office of Management and Budget (OMB) providing guidance on "The Delivering a Digital-First Public Experience."
The Othering & Belonging Institute offers insight into research processes. The article is a part of the Institute's Transformative Research Toolkit, which focuses on centering lived experiences, valuing diverse ways of knowing, and influencing narratives and policies.
Articles and resources from the Resident Engagement section of the City Tech's Civic User Testing group (CUTgroup) website. CUTgroup was a 1,600+ member civic engagement program that invited Chicago residents to contribute to emerging technology while providing public, private, and social sector partners with feedback to improve product design and deployment.
