Engage with the CX COE

We partner with teams and organizations that want to understand constituents’ experiences and make them better. You can work with the Constituent Experience Center of Excellence (CX COE) in several ways.

• Request a enablement engagement to address a real challenge while growing your team's practical skills
• Explore and use our resource library for guides, templates, and tools
• Join a constituent experience (CX) community of practice (CoP) to learn and share with others
• Get help hiring and growing a dedicated XDR team
• Request a consultation on a constituent experience initiative or challenge

We're already helping numerous organizations across the Commonwealth understand constituents' needs and deliver better services.

Design content: We helped the Executive Office of Labor and Workforce Development hire a lead content strategist and supported their work to improve Department of Unemployment Assistance (DUA) web content and negative feedback about the website. In 5 months, DUA's negative feedback dropped 65% to its lowest level ever.

Conduct experience research: We collaborated with the MassHealth Publications team to conduct their first experience research 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.

Build a team: We helped the Executive Office of Health and Human Services hire an experience design and research team lead to help guide their integrated eligibility and enrollment initiative (IE&E) and to grow their XDR capacity.