Build Trust

The importance of transparency and reliability

Informed customers who know what to expect have more satisfactory experiences. By involving citizens in the development and enhancement of digital services, government agencies demonstrate transparency, responsiveness, and a commitment to serving the needs of the community, ultimately building trust and confidence in the services provided.

“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

Set clear expectations about processes, requirements, and times to completion so users can be prepared and confident in their interactions with the service.

Real time guidance

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.

Timely communication

Keep users informed about the status of their requests, applications, or inquiries. Utilize automated notifications, email updates, or SMS alerts to notify users about important milestones, delays, or changes in the process.

Consistent design patterns

Standardize elements like navigation elements, color, typography, and interaction patterns across to ensure a cohesive and predictable user experience.

Embrace accessibility

Demonstrate inclusivity, fairness, and a commitment to serving all citizens by designing and building accessible user experiences.

Official branding

Incorporate official logos, emblems, or branding elements prominently on the website to visually identify it as an official government platform.

Prioritize security

Implement robust security measures to protect user data. Use encryption, secure authentication methods, and regular security audits to safeguard sensitive information.

Address privacy concerns

Provide clear and transparent information about how user data is collected, stored, and used. Clearly communicate privacy policies to reassure users about the safety of their personal information.

Be accountable

Provide official channels for users to report problems or issues and ensure timely resolution of complaints or concerns.

Guarantee uptime

Ensure that services are reliable and available when users need them. Minimize downtime and service interruptions to prevent frustration and maintain user trust.

Cultural Sensitivity

Recognize and respect the diversity of users by designing digital services that are culturally sensitive and inclusive. Avoid language or imagery that may be offensive or exclusionary to certain groups.

Methods

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

Product strategy and planning

Strategic consulting

Stakeholder alignment

Service design strategy and mapping

User research and testing

User/customer insights gathering and analysis

User/customer journey mapping

Prototypes and usability testing

Human-centered UX/UI/CX

Custom experience design

Mobile-friendly, responsive design

Scalable information architecture and navigation

Consistent interaction patterns

Accessible UX / UI patterns

Visual design and branding schemas

Comprehensive template and component libraries

Multilingual interface

Related Work

EquityNYC