Session Description
As part of its strategic plan, DOL sought to understand and improve customer experience through customer journey mapping. This work began in using customer feedback, empathy, and human-centered design. The team illustrated their learnings through a customer journey map, which was used to build and implement an improvement plan. DOL made improvements to staffing, processes, and phone services. As a result, the team decreased time to license from 59 to 12 days, decreased call volume by 72%, improved back-office processes, and improved employee experience.
Learning Objectives
-
- Understand how DOL approached understanding the security guard customer experience
- View the customer journey for security guards
- Learn about the benefits of applying customer experience for both customers and employees
About the Presenters
Alysha Myers (she/her), Customer Experience Administrator, Department of Licensing
Alysha Myers leads the Customer Experience team for Washington State Department of Licensing. She’s passionate about looking at our business from a customer perspective, building champions and advocates for customers, and helping Washington State government apply customer experience to the services we provide.
Prior to leading the CX team, Alysha served 20+ years in state government business and technology roles spanning leadership, business architecture, business and systems analysis, and HR data analysis. Her certifications include Professional in Human Resources, Prosci Change Management Practitioner, and Certified Diversity Executive. She holds a bachelor’s degree in Business Administration – Human Resources, and recently completed the Leading Public Innovation graduate certificate from University of Washington. She’s an Olympia native, third generation public servant, mom of 2 amazing kids, and is usually covered in sawdust and paint from DIY projects.
Danica Taylor (she/her), Professional Licensing Representative 2, Licensing and Customer Support Services, Business & Professions Division
Danica Taylor leads one of five teams in Licensing and Customer Support Services for Washington State Department of Licensing, focusing on professional licenses for notaries, security guards, bail bond agents, private investigators, real estate, home appraisers, cosmetology, tattoo artists, sellers of travel, and funeral and cemetery licensing. With over 20 years of customer service experience, she is dedicated to a customer-centered approach to professional licensing and public service as a whole. She is passionate about living the DOL’s purpose statement to help every Washington resident live, work, drive, and thrive. Along with her extensive customer service experience, Danica has a background in education and field IT work. She has been with the DOL for 5 years and looks forward to many more. Danica is a Tacoma native, a mom of 2 young adults, and enjoys gardening, fishing, hanging out with her 2 dogs and 6 chickens, and the occasional karaoke night.
Dee Sharp (she/her), WMS Program Manager, Licensing and Customer Support Services, Business & Professions Division
Dee leads the Licensing and Customer Service teams that assist customers to apply for business or professional licenses in DOL’s Business and Professions Division. Dee is passionate about serving Washington residents and empowering staff to provide exemplary service.
Prior to leading the LCSS team, Dee served 14+ years in many roles across the business and professions division. She most recently served as DOL’s Real Estate Appraisers program manager, supporting licensing and regulation of real estate appraisers. Dee has expertise in project and program management and holds a Masters Degree in Public Administration from the Evergreen State College in Washington state. Dee has served as President of the Association of Appraiser Regulatory Officials (AARO), and for the Board of the Actively Involving Department Employees Association (A.I.D.E.) Association which assists Department of Licensing employees in times of need.
Dee has many interests including being passionate about successfully educating young people, and influencing policies to develop responsible environmental stewardship.
Kenzie Rios (she/her), Customer Experience Analyst, Customer Experience Team, Office of Equity, Performance, & Accountability
Kenzie Rios is a Customer Experience Analyst for the Washington State Department of Licensing. She is passionate about advocating for customers and ensuring their voice is heard across the agency. In her role within DOL, Kenzie is helping define what CX looks like in application while building processes and testing various methodologies, including designing the customer journey mapping process. Prior to joining DOL, Kenzie worked as a user experience researcher and designer for an engineering laboratory, helping build a design system, pioneering UX within the company and the industry, and testing and designing configuration software for the electrical grid.
Her certifications include Certified Diversity Professional, Lean Six Sigma Yellow Belt, and Mastering Customer Experience. She holds a bachelor’s degree in psychology and a master’s degree in human factors psychology. She is the auntie of 7 nieces and nephews and the mother of two cats and two mice. Her passions include art, gardening, and cooking.