Defining a product in government digital services is crucial, as it serves as the means through which a service is delivered to the public, and understanding its attributes ensures effective and continuous improvement.
A strategic roadmap outlining the vision, goals, and measurable success criteria for building a unified, resident-centered digital portal for Washington State services.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
This blog introduces the GSA’s Public Benefits Studio, which partnered with agencies to build shared tools—starting with a multi-channel notifications service—to improve coordination and access across federal public benefits programs.
Using low-code/no-code tools successfully requires knowing how to pick the right tool and knowing the kind of challenges that merit calling in a technical team for consultation and advice.
This field guide is written for digital services and technology leaders working in government agencies at the federal, state, or local level. It’s meant to highlight the power of product thinking to government digital services. With this guide, agencies can start moving from a project management mindset to a product-based approach to delivering services.
NYC's My File NYC and New Jersey's unemployment insurance system improvements demonstrate how successful digital innovations can be scaled across various programs, leveraging trust-building, open-source technology, and strategic partnerships.
