Redesigning Technology Services
Building trust in government by creating service experiences that are transparent, responsive, and human-centered
Services: User Discovery | System Mapping | Service Design | Digital Design
Challenge
IT services at the state government level are complex. From police officers to game wardens to DMV workers there are hundreds of thousands of devices out in the field and they all need to work to keep our cities up and running.
Our client’s existing IT service contract was deteriorating in its final months, leading to strained relationships and poor service performance. The client needed to repair trust and redesign the technology service experience to be more user-centered. Maverick Moon was brought in to help redesign the technology service experience and repair trust with agency workers.
Key Insights
Seeing is believing
The current system had no clear way to see the status of your issue which caused stress, deterioration of trust, and high call volumes just to get status updates.
No ownership, no resolution
IT workers made their best guess as to where to direct service requests, but the lack of undersanding of agencies led to resolution getting off on the wrong foot and endless "passing of the buck".
Who is this again?
With such a high number of agencies being serviced, help centers had no idea who was on the other end and the context surrounding their issue. As a result, they struggled to prioritize, resolve, and collaborate on agency service requests.
Outcome
Redesigned the entire incident service experience from issue identification to resolution.
Tested and delivered 8 breakthrough prototypes including 4 digital tools, 2 process innovations and 2 new embedded roles on the service team.
Restored the customer relationship by building a culture of co-design and innovation, bringing together cross functional teams across dozens of agencies to solve complex problems.
“The future state storyboard and solution prototypes were outstanding and received rave reviews from our client. Maverick Moon was a pleasure to work with.”
— Client Enterprise Architect