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Improving Unemployment Fraud Reporting with User Research
This case study outlines the partnership between the US Digital Response and the Pennsylvania Department of Labor & Industry to conduct user research and produce wireframes that will inform a redesign of their unemployment ...
Creating a Citizen-Centric Digital Experience: How Far Have We Come?
This report is the culmination of some fairly extensive research, a survey of state CIOs, and interviews. This was created as a NASCIO Presidents Initiative for 2023. The report is anchored in a ground breaking report on ...
Why Government Websites Often Struggle to Meet People's Needs
This blog examines the three common challenges observed over the last decade with regards to government website design. Challenges include outdated approaches to procurement, no focusing on people-centered practices, and ...
Modernizing Public Benefits Delivery: How Innovation Can Deliver Results for Eligible Households and Taxpayers
Today's benefits programs play a crucial role in assisting millions of people, but to enhance their effectiveness, it is essential to modernize and innovate the delivery of these benefits. The pandemic has forced government ...
Customer Experience Principles
The article emphasizes customer experience (CX) principles, particularly in unemployment insurance (UI) programs. It advocates human-centered design and outlines key CX factors, including mobile usability, accessibility, ...
Human-Centric Design Is Still Evolving in Government
The article discusses the adoption of human-centric design in the U.S. government and its impact on public services. While the practice is spreading, challenges include avoiding the misuse of the term as a buzzword and ...