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Constituent Experience Center of Excellence

The CX COE helps state organizations grow their skills to understand constituents’ needs and design more effective government services. Join us in building a community dedicated to delivering great experiences for our constituents.

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Does your team want to learn about constituents' experiences and improve them? We're a team of researchers, designers, and writers focused on constituent experience. Let's join forces and work toward your goals together. Along the way, you’ll learn and implement constituent-centered ways of working.

CX COE at the Constituent Experience Showcase

The 2026 Massachusetts Constituent Experience (CX) Showcase celebrated the work state organizations are doing to make government services more accessible, effective, and constituent-centered. The CX COE participated in the event, highlighting resources, best practices, and support available to help state organizations deliver better experiences for constituents.

Showcase highlights 

Engage with us 

In an enablement engagement, we work with organizations to accomplish their goals. Along the way, they develop skills and capacity for doing constituent-centered work.

Resources 

We're continually building resources to help you get started with constituent-centered design and experience research. Explore our resource library and design system.

Communities 

Join communities of practice where people with shared interests exchange knowledge, experiences, and challenges. Learn from peers and build your skills.

Our mission

Our goal is to grow the Commonwealth’s ability to deliver services that are easy, fast, accessible, and effective. We partner with state organizations to build experience design and research (XDR) capabilities that make this possible.

  • Experience design: Design services and interactions that improve constituents’ experiences. Make government easier to navigate and more effective.
  • Experience research: Understand your constituents’ goals, journeys, and challenges. Use insights to assess services and drive improvements.

This work can only succeed through collaboration with state organizations like yours. Together we are building a community focused on delivering great experiences and outcomes for constituents and growing our XDR skills.

About us 

Events

  • Grade level hacking

    Thursday, August 6, from 2 pm to 3 pm. Note: To register you will need a free, basic Zoom account. Link follows in the description.

  • Live Training: Accessible PDF Forms

    Note: To register you will need a free, basic Zoom account. Link follows in the description. Date: August 25, 12:30pm
See all events   for the Constituent Experience Center of Excellence

Related resources

Digital Roadmap 

We want to make it easy, safe, and convenient for everyone in Massachusetts to use digital government services. Learn about our plan to deliver exceptional digital experiences.

Massachusetts Design System 

A shared resource that helps state organizations create clear, accessible, and consistent digital experiences.

Accessibility Center for Consulting, Education, and Support Services 

We work with organizations to make sure their digital services and information are accessible.

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