Remember the last time you had to use a public service? You probably don’t. The thing is that a traumatized mind makes everything to forget terrifying experiences. Or it wasn’t that bad.
Anyway, we can agree that government could use some CX improvements. Taxpayers are customers and they pay for services expecting good user experience.
template for public services will enable you to bring UX a few steps further
without going into ropes of analyzing touchpoints.
Sophia Williams, 40, Australia
Married, lives with her husband and two children.
Few times per year she has to pay taxes and visit public offices.