Applying UX research methods, the City of San Jose worked to improve how low-income and non-English speaking residents engaged with My San Jose, a website and mobile app for residents to report neighborhood issues to cities. They used a Spanish and Vietnamese translator to conduct interviews with target users, then detailed major findings and corresponding recommendations in this report.
The Building Human-Centered Benefits Renewal Processes with Client Equity in Mind article by Code for America discusses the implementation of ex parte renewals in Minnesota's Medicaid program to streamline benefit renewals for aged, blind, and disabled populations, reducing administrative burdens and enhancing equity.
This guidance provides detail on activities to be conducted by designated High-Impact Service Providers (HISPs) under the Executive Order on Customer Experience.
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
Provides state and local Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) agencies with a practical guide for developing or improving online WIC application systems.
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.
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 report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
