Human-Centered CX: UX, Accessibility & Personalization

In the push for digital transformation, it's easy to focus solely on the "tech." But as our experts discuss, even the most advanced technology can result in a poor Customer Experience (CX) if services aren't designed around real user needs. Historically, government services have often felt confusing, inconsistent, or inaccessible to the very residents they serve.

This session, hosted by FedInsider and sponsored by our partner, Carahsoft, explores how to bridge that gap by integrating human-centered design into everyday public sector workflows.

You'll learn:

• User research and journey mapping techniques to understand where residents struggle and where improvements will have the greatest impact
• Accessibility, language access, and digital inclusion strategies aligned with WCAG and Section 508 that help you serve every community member more effectively
• Omnichannel service design that better connects web, mobile, phone, and in‑person interactions so residents do not have to “start over” every time they reach out

Get practical steps to make your services clearer, more inclusive, and more personalized, while building resident trust and confidence in your agency.