In response to COVID-19, the Workers Lab and Steady developed the "Income Passport" to streamline gig workers' unemployment benefit applications by pulling income data directly from gig platforms and financial accounts. This tool reduced manual verification time, helped prevent fraud, and improved workers' access to full benefits, with successful tests in Alabama and Louisiana demonstrating significant time savings and improved service delivery.
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.
The New York State WIC program website provides access to nutritious foods, nutrition education, breastfeeding/chestfeeding support, and referrals to eligible pregnant, breastfeeding, and postpartum individuals, infants, and children up to age five.
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.
