About the showcase
Thank you to everyone who joined us for the first Massachusetts Constituent Experience (CX) Showcase on June 10, 2026.
The Showcase brought together people from across state government. They shared how agencies are making government services easier to use through research, design, accessibility, content strategy, and collaboration.
Attendees explored projects, took part in workshops, and connected with peers. They learned practical ways to build people-centered services.
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 showed how agencies can work together to improve constituent experiences. Attendees learned from project teams and joined interactive sessions. Each session focused on making government services more effective.
Look back at the day through photos and video. Then explore the resources shared at the Showcase.
Watch the Showcase highlights video
See key moments from the day, including project panels, workshops, and attendee reflections.
Read the event announcement
Check out the press release about the showcase and its focus on improving state government services.
Read an intern's reflection on the Showcase
See the showcase through the eyes of an experience research intern.
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) built a model of continuous experience research. This replaced one-time user testing. The session showed how continuous research supports decision-making. It also helps DTA and MassHealth improve constituent experiences. Panelists shared how this approach has helped teams:
- Understand constituent needs
- Improve services over time
- Build experience research and design skills
Review the IE&E Panel Presentation (state employees only)
83 Days to Launch: Building Massachusetts' First AI Assistant (RMV Panel)
Attendees learned how RMV and Mass Digital launched the Commonwealth's first AI assistant in 83 days. The panel explained how shared goals and people's needs guided decisions.
Speakers shared results from the first year, including:
- More than 400,000 conversations
- Up to 2,000 conversations each day
- A 30% reduction in support traffic
The discussion also explored how 24/7 availability, multilingual support, and user satisfaction improved service quality. It showed how teams can move quickly to deliver great outcomes for constituents.
Review the RMV Panel Presentation (state employees only)
Grounding Transformation in Life Experiences (EEC Panel)
The Department of Early Education and Care (EEC) and Mass Digital's Life Experience team partnered to improve the Family Child Care provider experience. The panel showed how understanding providers’ life experiences helped:
- Uncover new opportunities
- Speed up progress
- Support coordinated action across teams
Speakers explained how this approach helps agencies understand the people they serve. They also shared how it helps design improvements across the full journey, not just one program or transaction.
Review the EEC Panel Presentation (state employees only)
Workshops
Experience Mapping 101: A Tool for Understanding and Improving Complex Service Delivery
Attendees learned how experience mapping helps find gaps between policy, operations, and constituent needs. Facilitators used a case study on improving the background check process for job applicants. They showed how mapping a paper-based workflow helped teams:
- Find opportunities for improvements
- Keep processes that were working
- Support better decision-making
Participants left with practical ways to use experience mapping to improve services.
Review the Experience Mapping workshop presentation (state employees only)
Enabling Constituent-Centered Design
Participants explored empathy mapping and other constituent-centered design methods. These methods help organizations better understand the people they serve.
Attendees learned how to use these methods in their own work. They also learned how to design services that better meet constituent needs.
Review the Enabling Constituent Centered Design workshop presentation (state employees only)
Review the Enabling Constituent Centered Design workshop handout (state employees only)
Putting Plain Language into Practice in Government
This interactive workshop explored how plain language can:
- Reduce confusion
- Help people complete tasks
- Make information easier to find and understand
Attendees learned ways to improve communications. They also learned how to support adopting plain language in their agencies.
Review the Plain Language workshop presentation (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 (state employees only)
- MyMassGov Overview (state employees only)
- Seamless Engagement Overview (state employees only)
- Life Experiences Overview (state employees only)
- ACCESS Overview (state employees only)