Infographic: The Foundations of Public Sector CX

Citizen-centric design is a key driver of successful public sector services - but what are the must-have components to build robust CX?

THE THREE E's

Factor in ‘the three Es’ of CX: Ease, Effectiveness and Emotion.

MAP THE A-Z

Use the discovery process to understand the complete citizen journey.

FIND THE PAIN

Identify the negative emotions and where they occur in the process.

OPEN THE TOOLBOX

Use all the tools at your disposal - ethnographic research, customer data etc.

INTERNAL SUPPORT

Drive awareness and understanding of the CX vision across the organisation to get buy-in

USERS COME FIRST!

Make decisions based on the citizens’ preferences - not your own.

REMOVE FRICTION

Think in straight lines: understand the user’s end goals, and get them there as fast as possible.