This update highlights progress in improving federal customer experience (CX) following Executive Order 14058, showcasing service enhancements across agencies.
This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
Code for America’s Integrated Benefits Initiative has been working in partnership with the State of Colorado to demonstrate how user-centered approaches lead to measurably better delivery of safety net programs. This article describes their work with the state of Colorado in simplifying how clients report common life changes that can affect their eligibility.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you create a robust plan to promote a successful usability test.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This FormFest profile spotlights the New Jersey State Office of Innovation’s Feedback Widget team, which collects resident input across state websites to improve services and empower agencies to act on real-time feedback.
Canada’s Digital Standards are a set of principles that guide how public servants design, build, and run government digital services so they’re user-centered, accessible, secure, open, and trustworthy.
The Digital Benefits Network at the Beeck Center for Social Impact + Innovation at Georgetown University and Public Policy Lab co-hosted a webinar presenting breaking research on beneficiary experiences with digital identity processes in public benefits.
This document is the Spanish-language version of the Model WIC Online Application. It provides a full set of translated application questions and instructions for applying to the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC).
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, research-based handbook from The Lab @ DC that teaches public servants how to redesign confusing government forms through user-centered, evidence-based design methods.
A report outlining human-centered design strategies to help states implement new federal Medicaid work requirements in ways that minimize coverage loss and administrative burden
