This research used observational research with unemployment insurance (UI) claimants to identify pain points in the application process and inform customer experience improvements.
In this blog post, we’ve detailed some of the steps we take to help capture the best data possible when conducting interviews. This post is intended as a guide for people who need to conduct user interviews and for people simply curious about how we work.
Dana Chisnell describes work leading a team of researchers to interview people from across the US on their experiences applying for unemployment and other benefits during the pandemic.
In June 2020, the state implemented an innovative and entirely virtual vendor selection process to evaluate these solutions under the direction of the Colorado Digital Service (CDS).
This report describes how the government can use widespread social media feedback and begin to build long-term measures to center people’s experience as an important component of policy design
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 examples we host in the Digital Government Hub in context.
