When this practice is used
- Redesigning citizen or customer-facing services
- Understanding user needs before major technology investments
- Improving service delivery across multiple channels
- Addressing customer satisfaction or service quality issues
- Supporting accessibility and inclusion initiatives
- Developing service standards and guidelines
Typical outputs
- User research findings and insights
- Journey maps and service blueprints
- Service design recommendations
- Experience principles and standards
- Usability assessments and improvement plans
- Accessibility audits and remediation guidance
- Channel strategy recommendations
- Customer feedback analysis
Additional context
Government and public sector organizations face particular challenges in experience design. They serve diverse populations with varying needs and abilities, operate under regulatory constraints, and must balance efficiency with accessibility.
Our Experience practice addresses these contexts directly. We understand procurement requirements for user research, accessibility mandates, and the political dimensions of service delivery decisions.
Common questions
How is this different from UX design?
We focus on strategic and organizational aspects of experience—understanding what to build and why—rather than detailed interface design. We often work alongside design teams to ensure user insights inform decisions.
Do you conduct user research?
Yes, we conduct qualitative research including interviews, observation, and usability testing. We can also analyze existing quantitative data and help establish ongoing research practices.
What if we already have a design team?
We complement internal capabilities by providing strategic perspective, conducting research that internal teams may not have capacity for, or bringing external objectivity to experience decisions.
How do you measure experience success?
We help clients define appropriate metrics based on their context. This might include satisfaction measures, task completion rates, service costs, or other indicators relevant to organizational goals.
Do you handle accessibility compliance?
We provide accessibility assessments and guidance. For detailed technical remediation, we can recommend specialized accessibility partners.