This blog post shares five key service design lessons from U.K. experts Lou Downe and Sarah Drummond, offering practical guidance for building more connected, user-centered government services in British Columbia.
This blog post describes the launch of NJ.gov/disabilities, an accessible, co-created online hub that centralizes information and services for individuals with disabilities.
This blog post describes how the NYC Service Design Studio engaged residents in the development of the Community Compensation Fund, highlighting lessons on trust-building, equitable collaboration, and inclusive community decision-making.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
Practitioner Picks is a new quarterly series designed to add fresh resources to the Digital Government Hub’s library, helping people improve government digital service delivery. Each issue spotlights resources chosen by practitioners in a specific service delivery area along with their insights on why these picks are valuable additions to the Hub. In this edition, our contributors round up resources to help bring housing services into the digital age.
In this brief, they present a definition of HCD that is applicable to the context of human services delivery, differentiate HCD from similar design and problem-solving approaches, and describe how HCD is being used in human services.
U.S. Department of Health and Human Services (HHS)
This is a toolkit designed to help Department of Homeland Security teams conduct usability testing for digital services, with templates, guidance, and best practices.
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.
A profile on FormFest speakers Greg Clapp, Josh Gregor, Sophia Tareen, Sourabh Chakraborty, featuring stories about their motivations for working on public sector form innovation.
A profile on FormFest speakers Sarah Rodriguez, Emily Lippolis, and Verenice Ramirez, featuring stories about their motivations for working on public sector form innovation.
