Citizen's expectations and needs have changed more in the last 10 years, than in the 1,000 that came before it.
Several generations of people now exist who have never known a time without the internet, and those of us who can remember that far back have readily (and sometimes forcibly) adapted to the changes in behaviour brought about by new technologies and modern digital-first methods of doing pretty much everything.
The reasons for why this has occurred are numerous and varied, but what is undeniable is that today's citizens are increasingly unwilling to take part in information and service delivery pathways that offer a poor 'user' and 'customer' experience. They're judging the experiences that government provides alongside that of major corporations and they are, more often than not, coming up lacking.
Download this Ebook now and find out:
- What customer experience is and why you should care
- Where it's been going wrong
- UX's role in solving CX problems
- Time to get started