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Content strategy

Three people sit at a table with paper, pens, and laptops.
Nava Labs

Refining an AI chatbot that cites its sources

We tried 3 approaches to providing an AI-powered chatbot with source data, aiming to better assist staff who connect people with public benefits.

A woman, who wears glasses and uses a wheelchair, is sitting at a table with another woman. The two are looking at a laptop on the table and talking.

7 steps to develop a government communications program

Learn how to build a robust program to communicate with the public and stakeholders effectively.

Illustration of a middle-aged Latinx woman standing at a podium. There is a U.S. flag behind her.
U.S. Department of Labor

Communicating the successes of state unemployment insurance programs

We worked with the U.S. Department of Labor on a report that outlines how states are using federal funding to modernize unemployment insurance.

Illustration of an old, Latinx man wearing glasses typing on a computer while a young man stands behind him and points at the computer.
U.S. Department of Veterans Affairs

Helping Veterans get disability benefits faster

We partnered with VA and prime contractor Agile Six to increase access to Veteran disability benefits.

Illustration of a middle-aged, Black woman with braided hair. She presents a set of graphs to a group of people in an office.
U.S. Department of Justice

Empowering Department of Justice staff with human-centered tools

We partnered with DOJ on a project aimed at improving the agency staff experience, helping staff process civil rights complaints more effectively.

Illustration of a toddler playing with blocks. Behind the toddler there is a pregnant woman in a wheelchair and a person kneeling on the floor.
Commonwealth of Massachusetts

Building a multilingual paid family and medical leave experience

We partnered with Massachusetts to help deliver a paid family and medical leave (PFML) application experience in a total of five languages.

Person drawing wireframe on paper.

How to apply a content-first design approach to public services

Learn methods to use content-first design for public services.

A photo of people at a desk drawing wireframes.

How a content-first design approach fits into your agile development process

Learn how to fit content-first design into your agile software development process.

A middle-aged CMS employee points to the screen of a tablet. An older South Asian woman and her young granddaughter follow along.
Centers for Medicare & Medicaid Services

Helping Medicare beneficiaries find and receive preventive care

We’re working with CMS on a tool that informs people about preventive care and connects them with primary care providers in their area.

A Black woman and a Latino man hold their baby and look at a computer.

How to implement a WIC participant recertification portal

Learn methods to provide a human-centered experience for participants to recertify for their WIC benefits.

December 1, 2022 at 9:00 PM UTC

Learning Session: Plain language

Learn and share best practices for writing about WIC in plain language for use on websites, outreach materials, and participant-facing technology.

An elderly white man is pushed in a wheelchair by a young Asian man down a street sidewalk.
Centers for Medicare & Medicaid Services

Designing a more personal healthcare experience

Nava is working to design a more seamless, personal, and integrated experience for Medicare beneficiaries.

An Asian woman and a Black woman work together at a whiteboard in a conference room.

How to design content for user onboarding

Learn how to prepare and guide people through a complex process using content strategy.

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 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.

Providing help and guidance to HealthCare.gov applicants

How our design team created respectful and clear guidance through the deeply personal process of applying for healthcare.