Overview
Guided by the principle that public services should be designed not just for, but with, the people we serve, the Massachusetts Digital Service (Mass Digital) within EOTSS has harnessed its convening power across agencies and built out the Constituent Experience Center of Excellence (CX COE). The CX COE is actively conducting user experience research and building inclusive and representative panels of real constituents, particularly including older adults. These panelists participate in research across state agencies including agencies whose mission includes direct services to older adults. These representative panels are assisting agencies to better understand how residents interact with state services and further to design more accessible, equitable and age-friendly digital experiences. The CX COE held its first cross-cabinet showcase to highlight this work in June 2026.
Objective
The CX COE is a cross-secretariat initiative aimed at improving the resident experience across digital and non-digital channels to make it more equitable and user-friendly. This is particularly focused on individuals who may have challenges interacting with services, especially online services and web content accessibility. This includes populations who use assistive technologies such as screen readers, as well as older adults and others with varying levels of comfort with technology.
Accomplishments
EOTSS has engaged several panels on the user experience, including building and engaging with targeted service and agency specific constituent experience panels to support the development of specific service initiatives. For example, the Constituent Experience COE helped Executive Office of Health and Human Services’ Integrated Eligibility & Enrollment set up their own representative and inclusive constituent panel. As of June 2026, over 50 individual constituent experience research and testing sessions have been conducted with this panel.
We have also held a science fair-style showcase that details this collaboration along with other secretariats to learn from agency experiences and insights and share best practices.
Reflection
In this work we have found that our agency partners have been eager to work collaboratively on the constituent experience. There is a clear recognition that engaging residents, particularly older adults, in this work is critical to ensuring all our state’s communities find our services and digital assets easy to use. Agencies that provide direct services to older adults have been outstanding collaborators in this space, and our collective engagement with communities will drive great value for our state’s older adult population.
ReiMAgine Aging 2030 Goal Alignment
- Goal 6: Information, Communication and Framing
Contact and Resources
Contact/Links: Christopher Smith, EOTSS Director of External and Legislative Affairs
Resources: Constituent Experience Center of Excellence