As part of the Governor’s State of the State initiatives in 2024, customer experience was, and still is, a huge focus, specifically the experience New Yorkers have when accessing state government resources.
Seems like a no-brainer, right? When people need something, it shouldn’t be difficult or painful to get that something, especially not in a world where technology makes these services easier and more convenient to access than ever before in history.
The question, as always, is how. How do we approach and configure these online spaces where the public interacts with New York State agencies and make the experience better? Faster? More intuitive?
That’s where the principle of human-centered design comes in.
Some of you may have heard this term but weren’t sure exactly what this approach entails. Today, thanks to our guests, we will learn more about how ITS is talking to the users themselves and applying what is learned to improve processes in order to help New Yorkers across the state.
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