Topic: Human-Centered Design
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Digital Identity 
Design Patterns Catalogue
A catalogue to help teams design trustworthy services that work for people. Categories including informing decisions, signing into services, giving and removing consent, and doing security checks.
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Strategy 
City of Syracuse Procurement Transformation Process Mapping
City of Syracuse's iterative procurement lifecycle process mapping
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Human-Centered Design 
City of Syracuse’s MWBE Online Application
The iteration of City of Syracuse's Minority and Women Business Enterprise (MWBE) Certification Application
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Diversity, Equity + Inclusion 
Opportunities to Improve Online Access to SNAP for Older Adults
This issue brief illustrates the challenges that many older adults with low income face in gaining access to benefits online. It addresses digital literacy, access to broadband internet, and the increasing prevalence of connecting online to SNAP.
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Human-Centered Design 
Gathering feedback with customer panels
To improve the .gov registrar, 18F and CISA created customer panels to gather feedback, opinions, and suggestions. Using a customer-centric approached enabled 18F and CISA to identify areas for improvement, build a product roadmap, and establish relationships with users.
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Human-Centered Design 
Customer experience and human-centered design
Customer experience is the application of design within a business context to craft the human experience.
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Human-Centered Design 
Civic User Research Playbook
Guidance for City of Long Beach, CA staff on how to uplift community voices through user research to create services that are accessible to all City residents.
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Human-Centered Design 
Standardizing and Digitizing Government Forms in Canada: A Digital Service Network Spotlight
The Digital Service Network (DSN) spoke with GC Forms’ Senior Product Manager Stevie-Ray Talbot and Acting Head Ioana Contu to learn more about the team's approach to building GC Forms.
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Human-Centered Design 
Improving Unemployment Insurance Applications with CX Principles
This resource contains principles and examples of high-impact improvements to consider making in different parts of the online application. CX principles for online applications describes broadly applicable best practices that when implemented across the various sections of an online application can increase claimant self-service and reduce the need for interventions from state agency staff. The employer and occupation sections highlight promising improvements within these sections to collect employment history, reason for filing for unemployment (separation information), and a claimant’s occupation. Gathering the information for these sections is particularly complex for claimants and state agencies alike.
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Human-Centered Design 
Hiring Spotlight: Maryland Family and Medical Leave Insurance
The Digital Service Network (DSN) recently sat down with the Maryland Family and Medical Leave Insurance (FAMLI) team to learn more about an exciting role they’re hiring for.
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Communications 
How we’re building GC Forms: Our 4 accessible approaches
Blogpost from the GC Forms product team sharing thoughts and tips on the team’s 4 approaches to building in accessibility from the start
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Management 
GC Forms Category Templates
GC Forms' form templates