Total Experience: Putting People First to Improve Mission Outcomes

As agencies look to meet the goals of the President’s Management Agenda and the Customer Experience Executive Order, a shift to human-centered design (HCD) is critical. HCD gives citizens and employees the experience they deserve. This means putting experience first and transforming how work gets done. This webinar will explore Total Experience (TX), a strategy that unites citizen and employee experiences across all service delivery channels to improve the way work gets done and services are delivered. Government executives will share their TX efforts and the impact it has had on their mission.   

Learning Objectives

Attendees will:

• Understand the link between employee experience and customer experience
• Explore the tactics and steps involved in a human-centered design process
• Learn how to digitize workflows to transform the way government works