Can government interactions ever be smooth? Nations around the world are working on upgrading these citizen services. Anne Petersen, director of experience design at 18F in Chicago, Illinois, USA, says there are multiple barriers to success in customer experience, such as a lack of money, time or in-house expertise. Anne also shares how to help organizations instill a customer-focused approach and how feedback—and your response to it—can increase people’s trust in government.

Key themes 

[00:34] Governments striving for better customer experiences

[01:59] Barriers to customer experience success: Money, time, in-house expertise 

[04:24] Establishing a customer-focused approach

[08:46] Using design thinking to find failure points faster

[09:44] Being open, human-centered and iterative to gain a better understanding