About the showcase
Thank you to everyone who joined us for the inaugural Massachusetts Constituent Experience (CX) Showcase on June 10, 2026.
The Showcase brought together leaders and practitioners from across state government to share how agencies are improving constituent experiences through research, design, accessibility, content strategy, and cross-agency collaboration. Throughout the day, attendees explored real-world projects, participated in interactive workshops, connected with peers, and learned practical approaches for building more people-centered services across the Commonwealth.
We're excited to share materials from the event, including presentation resources, workshop content, science fair exhibits, event photos, and our Showcase same-day edit video. We hope these resources help continue the conversations, connections, and momentum that began at the Showcase.
Event at a Glance
- June 10, 2026
- Hosted by Mass Digital and EOTSS, sponsored by Accenture
- 100+ attendees representing agencies across the Commonwealth
- 3 project panels
- 3 workshops
- 5 science fair exhibits
Highlights from the day
Empowering the future of public experience
The Showcase demonstrated what is possible when agencies come together around a shared commitment to building people-centered services. Attendees heard from project teams, participated in interactive learning sessions, and explored innovative work underway across the Commonwealth—all focused on making government services easier, more accessible, and more effective for the people who rely on them.
Take a look back at the day through photos and video highlights, then explore the materials shared by presenters, workshop facilitators, and science fair participants.
Watch the Showcase Highlights Video
See key moments from the day from our same-day-edit cut, including project panels, workshops, and attendee reflections.
Read the Event Announcement
Check out the press release about the inaugural Massachusetts Constituent Experience (CX) Showcase and its focus on improving public services across state government.
Project panels
Building Constituent Experience Capabilities in a Complex Initiative (IE&E Panel)
Attendees learned how Integrated Eligibility & Enrollment (IE&E) and the CX Center of Excellence (CX COE) partnered to move beyond one-time user testing to a model of continuous experience research.The session explored how this approach is informing decision-making and driving ongoing improvements to the constituent experience for DTA and MassHealth. Panelists shared how continuous experience research has helped teams better understand constituent needs, improve services over time, and build internal experience research and design capabilities that can be expanded and sustained beyond a single initiative.
- Review the IE&E Panel Presentation - (available to state employees only)
83 Days to Launch: Building Massachusetts' First AI Constituent Assistant (RMV Panel)
Attendees learned how RMV and Mass Digital partnered under a tight federal deadline to launch the Commonwealth's first AI-powered constituent assistant in just 83 days. The panel highlighted how aligning around shared outcomes and grounding decisions in constituent needs helped the team deliver measurable improvements in how people access information and get help. Speakers shared results from the first year, including more than 400,000 conversations supported, up to 2,000 conversations per day, and a 30% reduction in support traffic.The discussion also explored how 24/7 availability, multilingual support, and strong user satisfaction have helped improve service quality, access, and efficiency while demonstrating how teams can move quickly to deliver meaningful outcomes for constituents.
- Review the RMV Panel Presentation - (available to state employees only)
Grounding Transformation in Life Experiences (EEC Panel)
Attendees heard from leaders from the Department of Early Education and Care (EEC) and Mass Digital's Life Experience team about their partnership to improve the Family Child Care provider experience. The panel explored how understanding the full life experience of Family Child Care providers helped uncover new opportunities, accelerate progress, and enable more effective, coordinated action across teams. Speakers shared how a life experience approach can help organizations better understand the people they serve and design improvements that address needs across the end-to-end journey, rather than within a single program or transaction.
- Review the EEC Panel Presentation - (available to state employees only)
Workshops
Experience Mapping 101: A Tool for Understanding and Improving Complex Service Delivery
Attendees were introduced to experience mapping as a strategic tool for identifying gaps between policy, operations, and constituent needs. Using a case study from a partnership with the Governor's Office to transform the background check process for job applicants, facilitators demonstrated how mapping a paper-based workflow helped identify opportunities for holistic front-end and back-end improvements, preserve what was working well, and inform strategic decision-making. The workshop provided participants with a practical understanding of how experience mapping can be used to support and scale service improvement efforts within their own agencies.
- Review the Experience Mapping workshop presentation - (available to state employees only)
Enabling Constituent-Centered Design
Participants explored empathy mapping and other constituent-centered design methods that can help organizations better understand the people they serve. Through discussion and hands-on activities, attendees learned practical approaches for applying these methods within their own work and enabling their teams to design services that better reflect constituent needs, perspectives, and experiences.
- Review the Enabling Constituent Centered Design workshop presentation - (available to state employees only)
- Review the Enabling Constituent Centered Design workshop handout - (available to state employees only)
Putting Plain Language into Practice in Government
This interactive workshop explored how plain language can reduce confusion, help people accomplish their goals, and make information easier to find and understand. Through real-world examples and hands-on activities, attendees learned practical techniques for improving communications and supporting the adoption of plain language practices within their teams and organizations.
- Review the Plain Language workshop presentation - (available to state employees only)
Science fair booths
The Showcase Science Fair featured a variety of Digital Roadmap initiatives and shared services designed to help agencies improve constituent experiences. Whether you missed a booth or want to take a deeper dive, the resources below provide an overview of the programs, tools, and capabilities showcased throughout the day.
- CX COE Overview - (available to state employees only)
- MyMassGov Overview - (available to state employees only)
- Seamless Engagement Overview - (available to state employees only)
- Life Experiences Overview - (available to state employees only)
- ACCESS Overview - (available to state employees only)