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.
Code for America highlights the importance of recognizing the effects of intergenerational trauma on communities that have been systemically marginalized when conducting research.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
This article explores how integrating behavioral science into public administration can improve government effectiveness, equity, and trust by redesigning public services with human behavior in mind.
