Understanding (and Improving) the Resident User Journey

What happens when a resident loses their login for unemployment benefits? Or when a small business owner has to upload the same documents again and again? These aren’t just annoying experiences—they’re costly to both users and government agencies. This guide walks through three common scenarios where traditional digital identity systems fall short. More importantly, it shows how a smarter approach to access and authentication helps residents get what they need faster while reducing operational costs and security risk.