The U.S. Digital Response collaborated with a state workforce agency to develop a multilingual, user-friendly system for retroactive Pandemic Unemployment Assistance (PUA) applications, enhancing claimant comprehension and reducing administrative strain.
This webpage links to materials ASPE has prepared as it leads work on how federal agencies and programs can meaningfully and effectively engage people with lived experience.
Office of the Assistant Secretary for Planning and Evaluation (ASPE)
The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
Usability tests can help teams develop products that are user-centered, accessible, and inclusive. This guide will help you conduct a successful usability test, from coordinating with participants to analyzing your findings.
The Performance.gov team hosted a webinar featuring federal customer experience (CX) changemakers from across government and focused on the nine CX projects that aim to address pain points learned about through human-centered design research.
Less than 10% of applications for VA health care are submitted digitally. This article describes how the U.S. Digital Service partnered with the Health Eligibility Center to change that, making it possible for anyone with an internet connection to apply anytime, anywhere, from any device.
Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
Nava partnered with California's Employment Development Department (EDD) to rapidly develop two cloud-based digital services, enhancing unemployment benefit access during the COVID-19 pandemic.
This report explores the Maine Department of Labor’s (MDOL) remarkable response to this layoff through collaboration with the Peer Workforce Navigator project—a coalition of community-based organizations in partnership with the MDOL—which made a huge difference in the lives of these laid off workers. The report also examines aspects of the state’s unemployment insurance (UI) system that might be improved to account for similar situations in the future.
This article explores how anticipatory logics—drawing from foresight, futures thinking, and design—are shaping the future of government by creating space for innovative policy approaches, public participation, and proactive governance.
Fact sheet associated with policy guidance from the Office of Management and Budget (OMB) providing guidance on "The Delivering a Digital-First Public Experience."
