Build Trust

On the importance of transparency and reliability

Informed customers who know what to expect have more satisfactory experiences.

“We must use technology to implement services that are simple to use, accessible, equitable, protective, transparent, and responsive for all people.”

2021 Federal Executive Order on Customer Experience and Service Delivery

Insights + Recommendations

Set expectations and follow through

Setting clear expectations about the process, timelines, and requirements is the first step. Following through on those expectations builds trust.

Be informative and friendly

Providing customers with information and guidance at the moment of need is a great way to educate them about complex processes, in a real-time context.

Show your work

Government processes and transactions can feel like a dark abyss. Digital workflows allow you to automatically show your customers statuses and timelines without the burden of administrative overhead.

Methods

Ensuring every customer has a friendly, modern experience requires an informed design process.

Custom tools and experience design

Customer Journey Mapping

Mobile-friendly, Accessible Design Systems

Audience Personas

Qualitative and Quantitative Data Gathering

Related Work

Our work has shaped products, services, and tools used by millions of people every day.