This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
![Government Forms as Friction: Identifying Opportunities for Innovation at the Intersection of Staff and Resident Needs](https://www.epicpeople.org/wp-content/uploads/2023/09/james-wainscoat-eRvIxSmQvOc-unsplash.jpg)
This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Some time ago I watched an older Indian woman using Google Assistant to access recipes. She expressed how thrilled she was: her family would be eating new meals and they would appreciate her more. As I looked more closely, it was obvious the cooking instruction video (in Hindi) contained no text....