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 ...

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 ...

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 Challenges include outdated approaches to procurement, no focusing on people-centered practices, and ...

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 ...

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, ...

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 ...