Topic: Human-Centered Design
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Problem Identification & Definition Workshop Miro
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.
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The New York Experience (NYX)
The New York Experience – or “NYX” – aims to transform the customer experience across New York State agencies making our government work better for our people.
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OMB Circular No. A-11, Section 280 – Managing Customer Experience and Improving Service Delivery
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
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The People Act Legislative Theatre
Legislative Theatre brings residents, policymakers and activists together into creative, constructive dialogue, to co-create more equitable and effective policies and laws.
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Reducing Form Burden at the Federal Level
This session from FormFest 2024 featured the Department of Homeland Security and the United States Digital Service talking about their work to reduce form burdens for internal and external users.
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Improving Digital Service Design
This session from FormFest 2024 focused on improving service delivery by hearing about work in multiple cities to rapidly digitize service delivery and work by the Department of Veteran Affairs around implementing service design principles in form revisions.
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Public Participation and Community Engagement Toolkit
This toolkit is designed to support government agencies in evaluating the effectiveness of their public participation and community engagement (PPCE) activities.
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New York State: Customer Experience Strategy
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.
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Platformland: Book Talk with Richard Pope
In this webinar, Richard Pope shares more about translating the ideas in his book, "Platformland," into practice.
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Paperwork Reduction Act (PRA) Usability Testing Guidance Memo
This memo provides guidance on conducting usability testing under the Paperwork Reduction Act (PRA), clarifying when PRA approval is required, and offering strategies for quickly implementing improvements based on usability feedback for federal forms and websites.