About the Session
When customers look at the state, they see “government”, not the web of agency acronyms that we live in day to day. But serving customers from the outside-in is harder than it sounds, especially when our internal structures don’t mirror a customer’s journey. Collaborate with your colleagues to brainstorm how customer experience data and design can help us serve people better, faster, and cheaper.
Learning Objectives
- Start to think about the people we serve as “customers” and know examples of customer personas that can be applied to government programs
- Explore the tension between serving our own agency customers and state customers who cross multiple agencies (they’re actually the same!)
- Understand how CX and CX data can help us serve customers from the outside-in and begin to brainstorm how we can show up for people as one state customer vs the siloed approach we often take today
Presenter Information
Dr. Sydney Heimbrock serves as Chief Industry Advisor for Public Sector at Qualtrics where she helps government organizations adopt human-centered methods and tools. Dr Heimbrock founded the Innovation Lab at OPM where she taught human centered design to thousands of civil servants. Over her 30 year Federal career, Dr. Heimbrock held various executive positions and worked with governments around the world. Dr. Heimbrock holds degrees from Stanford, Syracuse, London School of Economics and Miami University.
Hannah Burn leads customer experience for Washington Technology Solutions (WaTech)’s Digital Experience Division where she works on customer experience strategy and user-friendly digital products. Prior to joining Washington state, Hannah worked with states across the nation to help them stand up customer experience programs. Hannah started her career in public radio and still believes good storytelling is key to getting anything done. Hannah has a master’s in public administration from University of Washington.