Good job, Jordan! Congress' idea of new and improved is oblivious at best and micromanagement at worst. CX initiatives may make a difference, but they're sort of like putting lipstick on the pig. What we really need is an overhaul. You touched on this: "Designing a simpler default—and allowing people to use it—would vastly improve the experience for millions of individuals. Meanwhile, if the majority has a far simpler and less burdensome experience, this could free up resources from frontline service providers and call centers to help support the smaller number of individuals with specific cases." Why not apply a single default such as a basic income guarantee that would reduce the pressure on everyone for every program?
This is really excellent. Thanks so much for sharing! 🙌
I love this piece. So grateful for this research and for your work in this field.
Thanks for this. I think it's a pity you didn't talk more about co-designing processes like this.
Good job, Jordan! Congress' idea of new and improved is oblivious at best and micromanagement at worst. CX initiatives may make a difference, but they're sort of like putting lipstick on the pig. What we really need is an overhaul. You touched on this: "Designing a simpler default—and allowing people to use it—would vastly improve the experience for millions of individuals. Meanwhile, if the majority has a far simpler and less burdensome experience, this could free up resources from frontline service providers and call centers to help support the smaller number of individuals with specific cases." Why not apply a single default such as a basic income guarantee that would reduce the pressure on everyone for every program?