This publication shares ten ways states can improve start-to-finish customer experience for unemployment insurance claimants. These approaches can increase overall equitable access and system integrity for UI administration.
This presentation shares user experience research on the challenges, priorities, and opportunities for improving the journey of Bay Area residents seeking affordable housing.
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.
The folder for conducting user surveys for the Montgomery County Public Libraries website redesign includes materials such as Homepage Usability Questions and a comprehensive Website Survey. These tools are designed to gather user feedback on the homepage's functionality and overall website experience, helping inform improvements that align with user needs and expectations.
Montgomery County Public Library (MCPL) Digital Strategies Team
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the resources + examples we host in the Digital Government Hub in context.
This exercise engages participants in selecting the most and least clicked website menu items by marking their choices with stickers, followed by a group review to compare assumptions with actual data.
Montgomery County Public Library (MCPL) Digital Strategies Team
Key functionalities and design elements recommended for creating effective online WIC applications, focusing on usability, accessibility, and compliance to improve participant experience and streamline agency operations.
The ubiquity of mobile devices makes it imperative to build “mobile first” services, i.e. services built with the expectation that they will primarily be accessed on mobile devices. This article also outlines important considerations and suggestions for implementing mobile-first user interfaces.
