Customer Experience
Designed for customer satisfaction
Creating exceptional customer experiences begins by framing the design process through the lens of the end user.
“Government’s service delivery should be driven by the voice of the customer through human-centered design methodologies.”
2021 Federal Executive Order on Customer Experience and Service Delivery
Insights + Recommendations
Digital tools for modern citizens
Delivering fast, reliable, online services is the expectation of modern audiences. Don’t be left behind.
Consider edge cases
Addressing and designing for edge case needs and unique barriers to entry illuminates opportunities to improve the digital experience for all customers.
Know your audience
Engage with your users to understand their needs and challenges so you can proactively solve for them, ultimately delivering a better user experience.
Design inclusively
Accommodate disabilities across the spectrum of physical, sensory, cognitive, and technological challenges, ensuring inclusive access to digital services.
Simplify
Simplify complex processes and information to make it easy for citizens to understand and navigate government services. Use clear language and intuitive interfaces to reduce confusion.
Address time tax
Streamline processes and minimize wait times to provide efficient service delivery. Citizens should be able to complete tasks quickly and easily without unnecessary delays.
Personalize
Tailor digital services to the individual needs of citizens whenever possible. This can include personalized recommendations, notifications, and content based on user data.
Test and iterate
Continuously evaluate the performance of digital services, and iterate based on feedback and data analysis.
Methods
Ensuring every customer has a friendly, modern experience requires an informed design process.
Product strategy and planning
Content audit and strategy
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
Scalable design systems
Accessible UX / UI patterns
Mobile-friendly, responsive design
Design systems
