Focused on Gov CX

Customer-centricity, efficiency, innovation, and regulatory compliance drive government human-centered service design, resulting in user-friendly, accountable services. Shared frameworks and reusable solutions boost agency efficiency and effectiveness.

Human-centered Design

HCD for government service design enhances citizen-centricity, efficiency, innovation, and regulatory compliance, yielding user-friendly, accountable services.

Human-centered design (HCD) is a problem-solving approach involving human perspective to address real needs. It follows stages of discovery, design, delivery, and measurement. HCD utilizes social science methods, such as anthropology and psychology. Teams conduct semi-structured conversations with customers in 4-8-week "Discovery Sprints" to uncover insights. Customer stories and journey maps distill qualitative data, aiding shared understanding and decision-making. HCD focuses on integrating government services to align with people's needs and enhance customer experience.

HCD Specializations

Cognitive Walkthrough
Contextual Inquiry
Design Studio
Heuristic Evaluation
Stakeholder Interviews
Influencing Mapping

Interface Audit
Journey Mapping
Personas
Service Blueprint
Style Tyles
Task Flow Analysis
User Scenarios

Design Patterns
Prototyping
Wireframing
Multivariant Testing
Usability Testing
Visual Preference Testing

Mission Profiles

Enhance agency delivery efficiency through shared frameworks, expertise, resources, and metrics, optimizing effectiveness.

Aligning under common missions, agencies benefit from shared legal frameworks, expertise, resources, and metrics, optimizing their effectiveness. Shared stakeholders and information platforms ensure holistic engagement and timely access to vital data, enhancing decision-making. Simultaneously, shared training programs, collaborative projects, and coordinated response plans foster expertise, multidisciplinary problem-solving, and efficient crisis management. These strategies collectively empower agencies to excel in their missions, delivering value through streamlined collaboration and enhanced capabilities.

Ops Framework

Common missions align agencies, fostering collaboration under shared legal frameworks, expertise, resources, and performance metrics.

Legal Framework
Data Sharing
Interagency Agreements

Expertise
Challenges
Metrics

Stakeholder Engagement

Common stakeholders enhance comprehensive engagement, while shared information platforms ensure timely access and informed decision-making.

Stakeholders
Info Sharing Platforms

Develop and Collaborate

Shared training enhances expertise, collaborative projects improve problem-solving, and coordinated plans ensure unified crisis response.

Training and Development
Collaborative Projects
Coordinated Response Plans

Profiles for

education & wellness

diplomacy & security

economy & finance

resource mgmt & services

oversight & courts

Service Design Patterns

Reusable solutions for common problems in service design

Service Design Patterns are reusable and proven solutions to a commonly occurring problem or challenge in the context of service design. It provides a structured approach to addressing specific issues in the design and delivery of services, aiming to enhance user experiences, streamline processes, and achieve desired outcomes. Service design patterns are valuable tools for service designers and practitioners as they help ensure consistency, efficiency, and effectiveness in creating and improving services. These patterns have been curated and developed over the course of my career.