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Slight text edit to CX blog post #347

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Oct 10, 2023
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Slight text edit to CX blog post #347

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2 changes: 1 addition & 1 deletion _blogs/improving-customer-experience-for-the-public-across-life-experiences.md
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Expand Up @@ -18,7 +18,7 @@ Today, on "CX Day"—October 3, 2023—hear from our fellows supporting two of t

### Samantha Noshin Noor, Design Fellow

In 2021, [41% of births](https://www.cdc.gov/nchs/nvss/births.htm) in the U.S. were covered by Medicaid, the government program that provides health coverage to low-income people. These numbers underscore the meaningful impact of government support and raise a critical question: how many more people require support but remain unconnected? The Having a Child and Early Childhood life experience team aims to address this gap by increasing support for mothers and caregivers of young children. My role involves implementing a [Benefits Bundle](https://assets.performance.gov/cx/files/life-experiences/2023/CX-2023_Early-Childhood_Life+Experience_Design-Project-Summaries.pdf) pilot, connecting families with peer navigators in their communities to deliver a person-centered benefits enrollment experience.
In 2021, [41% of births](https://www.cdc.gov/nchs/nvss/births.htm) in the U.S. were covered by Medicaid, the government program that provides health coverage to people with limited financial resources. These numbers underscore the meaningful impact of government support and raise a critical question: how many more people require support but remain unconnected? The Having a Child and Early Childhood life experience team aims to address this gap by increasing support for mothers and caregivers of young children. My role involves implementing a [Benefits Bundle](https://assets.performance.gov/cx/files/life-experiences/2023/CX-2023_Early-Childhood_Life+Experience_Design-Project-Summaries.pdf) pilot, connecting families with peer navigators in their communities to deliver a person-centered benefits enrollment experience.

Drawing on trauma-informed practices and service design, I collaborate with communities to vision cast and refine an enhanced CX. This involves delving deep into their context, needs, and impacts of the current system. A critical aspect of my work includes relationship-building with communities through site visits, community dialogue sessions, and gathering feedback as the pilot unfolds. This ensures that the voice of the community is integrated into the services we are delivering. Beyond simplifying the benefits enrollment process, we are also fostering shared community experiences and improving health outcomes of families during this critical phase of their lives. Our goal goes further than just improving government CX; it aims to initiate systemic change from the grassroots and rebuild trust in government along the way.

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