Customer Experience
Improving the user experience through human-centered design, journey mapping, streamlined processes and tailored communications.
Communication & Engagement
Purposeful, audience-centered, effective communication to build relationships and foster understanding:
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Communication and presentation development
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Channel optimization
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Engagement session facilitation
Journey Mapping
Create a seamless and intuitive personalized user experience by visualizing and optimizing the end-to-end experience:
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Persona identification and definition
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Workstyle mapping and optimization
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Journey mapping and redesign
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User experience design
Accessibility
Enable equitable access to digital materials by ensuring functionality and content meets federal standards:
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Section 508 compliance and remediation
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System testing and validation
Counter
National design and workflow engagement sessions
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User design
system changes
Counter
Process efficiency gain
using data analysis
Process Engineering
Design, analyze, and optimize complex systems and workflows to reduce bottlenecks and enhance overall operational performance:
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Business process engineering / re-engineering
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Process diagrams and workflow mapping
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Continual service improvement