Universal Access from IBM Watson Health provides citizen-centric digital services that connects New Yorkers to programs to help them thrive.

Hear from New York City Department of Social Services and IBM Watson Health on their partnership to transform the client experience for millions of New Yorkers in need of health and social program support. By employing human centered design principles the agency has enabled clients to easily access the services they need, when they need them from their online devices.

Walk through how the design process identified pain points for SNAP applicants, and turned them into real-world features in the online application which make a measurable difference to the client experience.