This webinar session discusses the importance of using CX metrics to guide agency-level decisions and how to gather, analyze, and apply customer feedback to optimize products and services.
This project overview presentation outlines a digital initiative focused on evaluating and addressing the digital divide through expanded broadband access, devices, and digital literacy programs.
Better designs should never come at the cost of another person’s wellbeing. Informed consent is a fundamental part of an ethical research program, which respects participants and protects them from harm.
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
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.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
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.
In response to the COVID-19 crisis, the federal government authorized a new emergency program, Pandemic EBT (P-EBT), to replace school meals with money for groceries while schools are closed. Code for America describes its efforts to launch an accessible, online P-EBT application under an accelerated timeline due to to immense demand caused by the pandemic.
