Invite input from people to develop public service experiences that are based on understanding, not assumptions.
﻿The quick wins
Develop service exit surveys to gather people’s feedback on their experiences and make plans to act on their input.
Commit to human-centered design to improve experiences, seeking input from end users and frontline workers.
Explore more ways to solicit feedback from people, such as digital journaling, focus groups, task tracking and IVR tree testing.
The long game
Establish communication channels between the public and agencies; use community-based organizations to expand outreach.
Embed human-centered design as a natural part of projects, improving results with ongoing employee training and funding.
Create a human-centered design studio with a cross-disciplinary team with expertise in everything from design and behavioral psychology to data analysis.