To make meaningful improvements to your agency’s digital experience, you need a clear understanding of your customers’ needs and pain points.
During our most recent CX Community of Practice, we met with Louise Schenk, Customer Experience Manager, State of Utah, to discuss ways you can uncover and meet your constituents’ real needs and modernize to transform your services, making them clearer, faster, and more accessible.
Below are a few quick takeaways from Schenk, as well as the recording of that session.
- What tools and techniques do you use to gather data and listen to your constituents? Schenk explained that “in the CX team, we listen, we provide support, and we have an engine in place to support people after they’ve asked for help. We also have an improvements engine, where we’re tracking what we hear and what we improve. Our goal is to have quick, three-question surveys placed everywhere where we interact with customers, because the fact is, people do want to give us feedback.”
- What are some of the lessons that you’ve learned while modernizing CX? What are you really proud of that you’ve accomplished? Honestly, Schenk said, “it’s simple things like that that I get really excited about. We’re trying to get a picture of everywhere where you can make an appointment, and when we have that, we’re working on making sure that you will always get a reminder before your appointment at the same cadence. We know that the reminders are important, and we can tie it all together to this really consistent experience when you’re dealing with the government.
- If you had to leave everybody with a takeaway, what would you want them to know? One thing is, do the boring stuff, Schenk said. “The boring stuff makes up the bread and butter of what we’re doing. Think about the opening hours. Are we communicating them well? Are people able to search for it? We need to do it, but also celebrate it. It can have a huge impact, and it’s worth it.”
Looking for more tips on improving your CX? Join us on Monday, Feb. 9, at 4 p.m. ET for our next virtual discussion, Rethinking Your Customer Journey.