Making climate information easier to find
The Executive Office of Energy and Environmental Affairs (EEA) wanted to improve Resilient.Mass.gov, a website that helps communities prepare for climate change. For example, you can find local data, tools for planners, and recommendations. But people who used the site had trouble finding information.
We collaborated with EEA to test the website with real people. Our joint team learned where people were getting lost or couldn’t do what they wanted to do. EEA used the tests results to reorganize the site, revise for plain language, and improve accessibility. They also focused the navigation on the tasks people needed most.
Today, the website is easier to use. People can find what they need and do what they need to do. The project also helped EEA build skills in experience research and constituent-centered design that it can use in future work.
Building constituent experience capacity across EOHHS
The Executive Office of Health and Human Services (EOHHS) partnered with the CX COE to improve the state’s new Integrated Eligibility & Enrollment (IE&E) portal. The portal will give people one place to apply for and manage benefits like MassHealth, SNAP, and Health Connector coverage.
EOHHS had chosen the portal’s technology. The next step was making sure it worked well for the people who would use it. The CX COE helped EOHHS plan and carry out constituent research. Then they used what they learned to improve the service.
The partnership also helped EOHHS build its own experience research program. The agency hired new Experience Design and Research staff. EOHHS made research part of how it designs digital services. Today, teams across EOHHS are using feedback from residents to create services that are easier to use and better meet people's needs.