This report presents findings and recommendations from a user experience study based on interviews with 156 participants enrolled in Medicaid and SNAP.
CalAcademy is California’s public sector innovation training program, equipping state employees with modern skills like human-centered design, data analytics, and a product mindset to enhance government services.
A pre-launch survey brief that documents the financial, emotional, and physical well-being of a local child care workforce before the start of a wage boost pilot.
This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
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.
The Digital Benefits Network at the Beeck Center for Social Impact + Innovation at Georgetown University and Public Policy Lab co-hosted a webinar presenting breaking research on beneficiary experiences with digital identity processes in public benefits.
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)
This webpage from the U.S. Department of Labor (DOL) provides guidance on improving mobile usability for Unemployment Insurance (UI) systems to enhance customer experience and accessibility.
The New York State WIC program website provides access to nutritious foods, nutrition education, breastfeeding/chestfeeding support, and referrals to eligible pregnant, breastfeeding, and postpartum individuals, infants, and children up to age five.
