Reduce Administrative Burden
Use human-centered design to reduce time-tax
Spend more time providing services and less time navigating inefficient paper-based systems.
“The paperwork burden imposed on the public has been in excess of 9 billion hours. That number is too high.”
2021 Federal Executive Order on Customer Experience and Service Delivery
Insights + Recommendations
Identify pain points
Before embarking on a digitization project, analyze existing paper-based processes to identify inefficiencies and opportunities for improvement.
Prioritize processes
Focus on digitizing the processes and workflows that offer the greatest potential for time savings and efficiency gains.
Choose the right technology
Select tools and technologies that facilitate ease of use, scalability, integration capabilities, and compatibility with existing systems.
Focus on user experience
Design clear navigation structures and intuitive interaction patterns to help users accomplish tasks and find what they need.
Streamline workflows
Guide users through forms and transaction processes efficiently. Simplify user flows and minimize the number of steps required to complete tasks.
Simplify data entry
Avoid unnecessary validation steps and minimize the amount of data entry required from users by using autofill, dropdown menus, and pre-populated fields wherever possible.
Automate feedback
Use tooltips, progress indicators, and error messages to help users understand what is expected and how to proceed.
Support mobile use
Implement responsive design principles to optimize layouts and interactions for various screen sizes and input methods.
Optimize load times
Minimize user wait times. Optimize images, code, and server response times to deliver content quickly and improve overall performance.
Methods
Thoughtful work begins with clearly defined objectives and selecting the right methods.
Product strategy and planning
Stakeholder alignment
Content audit and strategy
Accessibility audits and analysis
Systems mapping
Gap analysis
KPI definition
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
Content strategy
