We've created resources to help states adopt modern design and development practices to better serve their customers. Here, learn more about promising practices for mobile friendliness, robotic process automation, using design systems, and more. 

  • Change the front end without changing the back end

    See how New Jersey changed form questions and mapped the changes to existing database requirements without changing the backend. This enables changes on form questions without a significant tech overhaul.

    Change the front end

  • Learn new approaches to mobile friendliness

    Learn about the benefits of mobile friendliness and different tactics you can use to improve your site's customer experience.

  • Go mobile friendly with media queries

    See New Jersey’s transformation to a mobile responsive UI application, and learn how to use cascading style sheet (CSS) media queries to improve your site’s mobile responsiveness without needing to upgrade your software stack or infrastructure.

  • Use automated quality and unit-testing tools

    One challenge in maintaining a complex system is allowing for changes to be made quickly, without putting the quality and stability of the system at risk. To meet this challenge, implement automated, real-time (or near real-time) quality feedback mechanisms.

  • Use a design system

    The U.S. Web Design System (USWDS) is a set of user interface components that makes it easy to build accessible and usable government websites.

  • Use surveys to improve your customer experience

    See how Illinois used thoughtful survey design and natural language processing to identify key customer experience issues in their online UI claim filing process.

  • Introduce thoughtful automation

    Learn how Robotic Process Automation (RPA) might benefit your program and get actionable tips for implementing RPA.

  • Make your program more equitable

    Learn more about the Equitable Access Toolkit, which features recommendations and leading practices for improving equitable access to UI services.

  • Improve how you communicate statuses to claimants

    Check out this Claim status playbook and prototype for guidance on getting started, incorporating claim-status tracking into your legacy system, and practical strategies to improve your processes and notifications. You can also access the prototype source code.