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.
The Seattle.gov website's new Assistance and Discounts page centralizes information on city benefits and services, offering a user-friendly and consistent experience across 7,000 pages.
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.
This field guide is for digital services and technology leaders working at the federal, state, or local government level. It describes a way of applying research approaches to strategic decision making across digital services.
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.
The UX Lead in the Data Strategy & Analytics division will be responsible for maintaining a user-centric focus throughout product development and creating a positive end user experience for a set of educational data and technology projects across multiple teams and will provide expertise and support to other agency initiatives.
A profile on FormFest speakers Tait Chamberlain and Sean Cassidy, featuring stories about their motivations for working on public sector form innovation.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
These Figma artifacts illustrate the end-to-end design of Boston’s digital mattress recycling service, including resident scheduling flows, mobile interfaces, alerts, and design system components.
This explores how tax credit systems can be redesigned to better meet the needs of families, especially those facing systemic barriers to filing and receiving benefits.
This blog discusses a resource developed by the Digital Service at the Centers for Medicare & Medicaid Services (CMS) to assist individuals in navigating mental health, drug, or alcohol issues and connecting with appropriate support services. ​
U.S. Department of Health and Human Services (HHS)
