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User experience research

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How to conduct a usability test

Use this guide to get the most out of your usability test, which can help teams develop inclusive, accessible, and user-centered products.

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How to plan a usability test

Planning for a successful usability test can help teams develop products that are user-centered, accessible, and inclusive.

An illustration of a young Asian mother carrying a baby as shops in a grocery store.

How APIs can help WIC better meet staff and participants’ needs

An API standard would unlock digital tools and catalyze WIC's ability to evolve and grow.

Get things right from the beginning with equitable research recruitment

Traditional user research practices often exclude people essential to success of a service. Here are some practical tips to improve your approach.

A white man and a Black man sit at a table talking.

Power your mission: How to engage users and iterate

Rather than building your product based on assumptions of what users want, engage users throughout the building process to truly meet their needs.

State of California

To quickly help people in a crisis, start with user research

Starting with user research ensures that what you build will give people the help they need, when they need it.

U.S. Department of Veterans Affairs

Supporting Veterans with virtual tele-hearings

During the pandemic, Nava partnered with VA to build virtual tele-hearings so that Veterans could have benefits hearings wherever they choose.

A group of diverse people use their phones while standing in line.

How to improve forms through user research

Conducting user research can help you improve benefits application forms so more people can accurately complete them, helping you serve people faster.

A white woman takes notes on a clipboard while chatting with a white man.

How to get informed consent in user research using plain language

Using plain language is essential to protecting privacy and getting informed consent in user research.

A young Black woman comforts a young white woman.

How to use service design during a crisis response

In times of crisis when benefits applications surge, service design can help applicants better understand what they’re eligible for and how to apply.

A group of diverse coworkers sit around a conference table during a meeting.

How to create a service blueprinting facilitation guide

This guide will help you create a service blueprint to better understand a service, unite teams, and identify opportunities for improvement.

A group of employees work together on developing wireframes at a table.

Structuring a complex eligibility form for HealthCare.gov

How we determined the sequencing of questions and design patterns to break a complex form into digestible chunks.