Experience is the sum of all interactions customers have with a service provider. When a program makes strategic decisions based on what is better for their customers, then the performance of the program will also be improved. In government, these interactions should be purposeful, consistent with American values, and should result in outcomes. Customer experience offers a unique vantage from which to optimize strategy, program operations, products, services, and processes. Using customer experience as the catalyst for change in organizations, we work with agencies to co-create solutions that have utility and warranty.

A secondary benefit of using human-centered design techniques is that hidden among these interactive touchpoints is a trove of service performance data, human insight, and breadcrumbs of user behavior. We see this untapped potential as the greatest single source of service innovation in government and we specialize in translating this into a clear path towards exceptional service experiences.