CWS-CARES Public Library

Your Feedback in Action: EUST 2 Summary

Thursday, 19 Jun 2025

Thanks to the valuable feedback we received from Extended User Feedback Testing (EUST) 2 participants, the CWS-CARES team is making updates to improve the system experience. Below is a summary of what we heard and how your input is driving changes. 

From March 24 to April 18, 2025, the CWS-CARES project held its second round of EUST with 198 staff from 25 counties and CDSS participating. This critical effort provided the opportunity to test real-world scenarios and provide feedback on key system areas including Case Management, Resource Management, Eligibility, and Courts. 

Compared to EUST 1, EUST 2 saw a significant increase in participation and feedback – 198 testers submitted 977 feedback items, up from 51 testers and 330 raw feedback items in EUST 1.  

What's Next?

A feedback summary report was shared with all EUST 2 participants on May 14, 2025. The CWS-CARES team is now incorporating high-priority feedback. Looking ahead, the project is preparing for the next round of feedback: 

  • EUST 3R – January 2026 ​

  • EUST 3 – February 2026 

Specific dates for the next testing period will be shared in the coming months. We thank all EUST 2 participants for their thoughtful contributions. Your feedback is shaping a better, more effective CWS-CARES for everyone. 

Feedback Highlights and Themes

CWS-CARES Feedback​:

The chart below shows how feedback was distributed across the service areas. Case Management received the most input, followed by Courts, Eligibility, and Resource Management. 



Testers shared positive impressions of the system’s improved design, ease of use, and overall user experience. Of the 977 feedback items received, 33 resulted in new functional requirements for development into CWS-CARES. 

EUST 2 Process Feedback:

Support resources – such as training videos, the feedback site, check-in meetings, and office hours – were cited as helpful. ​Participants also identified opportunities for improvement: ​

  • Clearer, more detailed instructions ​

  • Better alignment and coordination with CalSAWS ​

  • More targeted training for new users ​

These suggestions are being used to improve materials and prepare for future testing efforts.​ Please contact the EUST team at careseust@otsi.ca.gov for more information about system and process feedback.

Originally Published in the CWS-CARES Explorer.

Product Features, Service Areas and Milestones