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 brief outlines the U.S. federal government’s framework to identify, reduce, and address administrative burdens through a series of executive orders, legislative actions, and updated policies focused on improving customer experience and increasing access to government benefits.
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 resource introduces the "Layer Cake" approach, a framework for driving behavior change in government systems and public services by addressing all layers of service delivery, from frontline staff to policymakers, with an emphasis on human-centered design and civic participation.
The SDCI User Research Participant Compensation Policy establishes guidelines for providing honoraria to user research participants, ensuring equitable, ethical, and inclusive engagement in SDCI’s UX research.
Seattle Department of Construction & Inspections (SDCI)
The Technology Code of Practice is a set of government guidelines for designing, building, and buying digital services and technology to ensure they are efficient, accessible, and cost-effective in the UK.
This case study explores how the City of Akron developed a community tree map to engage residents in urban forestry efforts, enabling them to identify, grow, and care for trees in their neighborhoods.
This report examines Pennsylvania’s recent success in responding to concerns from citizens that it took too long for a business, nonprofit or individual to receive a permit, license or certificate they had applied for.
This report provides guidance on building equitable and user-friendly affordable housing portals, highlighting best practices from platforms like Bloom Housing and Housing Navigator MA.
This is a monorepo managing the web components of the Government of Canada's Design System, facilitating the creation of consistent and accessible digital services.
An event recap from one of FormFest 2024's opening main stage featuring speakers from the Commonwealth of Pennsylvania, State of Maryland, Beeck Center for Social Impact + Innovation, and Code for America.
