We support state organizations who want to learn about constituents' experiences and improve them through enablement engagements, team building, and quick consults.
- This page, CX COE Services, is offered by
- Massachusetts Digital Service
We work with people, teams, and organizations that want to learn about constituents’ experiences and improve them. To do this, we join forces with you and work toward your goals together. Along the way, you’ll learn and implement constituent-centered ways of working.
We support people across roles and organizations, whether they are leaders, program managers, or delivery staff. We help you get started practicing constituent-centered design so you can grow your capabilities over time.
We focus on real problems and goals. We enable and learn through collaborative work – we do together, you do and we support, and we all grow.
Featured services
Request support for your constituent-facing initiative
We offer enablement engagements to support state organizations in growing their research and design capabilities.
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Guidance for state organization leaders and decision-makers who want to build their teams' capacity for doing constituent-centered design.
Sign up for a consult
Request a 30-minute session to get help with content strategy and content management issues.
Examples of our work
Enablement engagements: We’re teaming up with state organizations to adopt constituent-centered product and service design and delivery. For example, we collaborated with the MassHealth Publications team to conduct their first interview study with constituents. They’re using this as a foundation for continuous content improvements. It will inform conversations with content owners across MassHealth about changes to support constituents.
Team Building: We’re helping organizations create and grow their own XDR teams and practices. For example, we helped the Executive Office of Labor and Workforce Development hire a lead content strategist and supported her work to improve Department of Unemployment Assistance (DUA) content. In 5 months, DUA’s negative webpage feedback dropped 65% to its lowest level ever.