New York State Digital Service

Our Work

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Websites

Ny.gov and Governor.ny.gov

The NYS Digital Service manages all aspects of New York State’s website and the governor of New York’s website, including development, user experience design, content strategy, branding and customer experience.

Enhancements made to these two sites set the stage and inform improvement and design updates for the rest of New York State websites.

Board of Elections

The NYS Digital Service worked with the NYS Board of Elections to redesign its website to make it modern and user-friendly. With a user-first mindset, we overhauled BOE’s site architecture, making it easier for New Yorkers to find information on how to register to vote and other election-related information quickly (early voting, requesting a ballot). This included a new page on Early Voting, which was not available on the old site, but was the #2 most popular page during this past election cycle, just behind the Voter Registration page. Since the launch of the redesigned site, the site has seen a 445% increase in total page views.

Content Strategy

Women, Infants, and Children (WIC) Program

The NYS Digital Service partnered with the Department of Health to kick off the WIC Program content restructure project with the aim of streamlining key information to improve the user experience. Areas of focus included highlighting how to determine program eligibility, apply for benefits, and navigate the program once accepted. The Digital team was able to identify popular terms that users searched in Google that led them to the WIC website. We ensured this content was a focus of the restructured pages so that popular topics were easier to find. Following feedback from Code for America user testing, the Digital Service and Department of Health teams worked together to revamp the main navigation menu, making it easier for users to locate frequently sought out content, simplified and defined language that could be confusing to users, and converted PDF documents to HTML for greater accessibility.

Feedback

In collaboration with the Customer Experience Office, NYS Digital Service team played a key role in developing and standardizing surveys based on best practices that can be used by any state agency.

The Digital Service team has implemented feedback surveys on ny.gov to gather insights directly from customers. The team reviews and analyzes the data daily to identify trends, pain points and areas for improvement, helping to enhance existing digital properties and services based on real customer input.

Here's more on our Voice of Customer program and survey methods.

Solutions and Accessibility Engineering

The NYS Digital Service provides technical support, architecture analysis, and web and accessibility engineering to a range of websites, utilities, and digital products. We build, scale, and troubleshoot systems ranging from mission-critical services to simple static websites. Our approach is not engineering-first and we’re most successful when we advocate for modern software development practices alongside our partners here in NYS.

Some examples of our work:

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