Now showing results 1-10 of 18
How to Provide People-Oriented Services: A Guide for State & Local Public Servants
This guide is designed for public servants to learn from best practices from around government, and apply them their own agencies. At the heart of the narrative is the idea that digital services should be viewed from in ...
What Human-Centered Design Looks Like in the Workforce System
This report explores human-centered design as a critical lens, language, and set of practices to view and speak about organizational qualities and recommend concrete methods for behavioral and cultural change. It provides ...
How to Create Meaningful Connections with Residents Using Tailored Digital Experiences
This article argues that the private sector has set a high bar for what defines a positive, digital service interaction; and as a result, governments must adapt. The author addresses how and why resident expectations are ...
Government Agencies: You don't Need More Budget to Start Improving Customer Experience (CX)
This article was written in response to the White House's 2021 executive order on transforming federal customer experience and service delivery to rebuild trust in government. It posits that customer-centered digital ...
The State of Customer Experience
This e-book is part of an ongoing series of consumer and business research related to customer experience (CX). First conducted in 2017, this research and corresponding reports compares trends over time to understand how ...
Customer-Centered Design Workforce Playbook
This playbook was developed to help craft a leaner, user-centered, and ultimately more effective system for those that need it most, with those who understand it best. Information for the playbook comes from a US DOL ...
Keep It Simple: Plain Language and the User Experience
In designing digital products for constituents (such as websites and mobile apps), government agencies are urged to consider implementing plain language to increase accessibility and improve the overall user experience.
Use Customer Journey Maps to Uncover Innovation Opportunities
This is a hands-on learning activity developed by IDEO U. The goal is to help users look beyond the more narrow definition of their offerings, and instead consider the customer's total experience. The activity is designed ...
Simplifying Customer Experience
This virtual session convened subject matter experts to discuss how to address legacy processes while implementing new digitization efforts. Specifically, the private sector has created an expectation for efficient and ...
A National Digital Strategy for Transforming Government
This article suggests that a national strategy for digital transformation is necessary, and that a focus on customer experience is necessary for its foundation. The author provides five key components that a national ...