Federal customer experience design

Shifting to user-centered design for digital government

New technologies have changed the way citizens expect to receive services, whether from the public or private sector. Today’s citizens expect applications to be intuitive and consistent, regardless of digital device used. Applications that are difficult to use have low adoption rates, high error rates and are viewed as outdated.

CGI offers customer experience consulting and solution expertise to enable federal agencies to make the shift to user-centered design. Providing a blended team of creative and technical experts, CGI helps agencies achieve optimal user experience for citizens while focusing on the mission.

CGI guides clients through the customer experience design process, incorporating agile methodologies and an iterative design process to maximize outcome and client return on investment:

  • Customer experience strategy – Assess the current state of customer touchpoints and create enterprise-level roadmaps to prioritize customer experience improvements and guidance to evangelize user-centered design.
  • Experience design – Design mobile-first, user interface designs based on user research, persona definition and user journey mapping in collaboration with development teams for technical feasibility.
  • Rapid prototyping – Create iterative prototypes to convey interaction design to product owners and conduct usability testing in the early stages of development.
  • Usability testing and analysis – Conduct usability testing, including definition of metrics and success criteria as one-on-one moderated testing, focus groups, surveys and automated testing.
  • Content strategy - Audit, plan and create content as part of a content management system implementation or content migration, including taxonomy, metadata and search engine optimization.
  • Workshops and training - Socialize customer centric principles, including workshops in design thinking and targeted user centered design training, to promote adoption.

Contact us to learn how CGI’s customer experience design services can help your agency meet and exceed the expectations of today’s citizen.