City of Saint Paul's website for community members to sign up to participate in paid research opportunities in order to test and provide feedback on the design of digital services and products.
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.
Nava built flexible and reusable software and design components to make it easier for Vermonters to access their benefits. These components support Vermont’s long-term vision of integrating eligibility and enrollment processes for all of the state’s healthcare and financial benefit programs.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
This course gives participants a substantive overview of the human-centered design framework and offers opportunities to practice applying concepts from the course to your work.
This workshop guide offers teams an opportunity to jointly work toward understanding core problems impacting digital delivery in their organization. The guide is structured in two parts: (1) a Miro template and (2) a Facilitation Guide.
The GSA’s Service Design program implemented a data-driven evaluation process to enhance digital experiences, improve compliance, and streamline its website portfolio, achieving significant cost savings and customer-centric digital transformation.
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
The New York State Customer Experience (NYX) Strategy is a comprehensive plan aimed at transforming state government services to be more efficient, accessible, and responsive to the needs of residents.
This case study highlights a collaborative effort to enhance Nevada’s unemployment insurance (UI) program by simplifying claimant-facing communications and improving user experiences through behavioral science and human-centered design.
National Association of State Workforce Agencies (NASWA)
This brief synthesizes the manner in which the political and social service environments affect the intergenerational stability of non-citizen families, offering insights into programmatic supports.
American Public Human Services Association (APHSA)
